SpeechStorm Brings Video Calling-Based Customer Service to Egypt

SpeechStorm yesterday announced that its Middle East based telecommunications client, Etisalat is the first to offer video calling-based customer care services to its 8.5 million Egyptian customers. 

The solution was delivered in partnership with Genesys.

“Using Video IVR for self-service, customers can see all the options on the display of their mobile phone–no need to listen to complicated audio menus,” said Mohamed Afifi, businesses manager of Genesys Telecommunication Laboratories. “And at the push of a button, they can talk face-to-face with Etisalat’s customer service representative.”

SpeechStorm provided the self-service application that greets customers when they access the service. This includes a range of commonly used features such as retrieving the phone unlock code and getting access to billing and balance information, all available in both in English and Arabic. The SpeechStorm application also enables Etisalat to deliver up-to-the minute promotional content, including tariff plan details and current offers in audio and full-motion video.

Damian Kelly, SpeechStorm’s director for video IVR, said:

“This is a very exciting development in the world of customer care and the benefits it is delivering to Etisalat are considerable. Video IVR is highly intuitive, enables much richer information to be presented, and speeds up the customer interaction. Shorter calls mean lower customer service costs and an improved customer experience. And for marketing, the positive brand reinforcement and promotional opportunities are very powerful. Users’ expectations of mobile applications are increasing all the time. We’re experiencing huge interest in our Video IVR solutions for customer care, for mobile banking, and for interactive advertising. Just as for Etisalat, these applications can deliver significant cost savings, open up new revenue streams, and hugely enhance the customer experience.”

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