Case Study: Ooredoo improves first call resolution with Dezide

How we helped Ooredoo Streamline their standard operating procedures using our software

Ooredoo, a major international communications company, faced significant challenges in its call center. Agents lacked a centralized knowledge base, relying instead on hardcopy manuals, personal knowledge, and team leaders for support. This led to inconsistent customer information, long training times, and low first-call resolution rates. To improve knowledge sharing and customer satisfaction, Ooredoo chose to implement Dezide's intelligent troubleshooting and knowledge management software.

Dezide implemented a centralized, multi-language knowledge base that integrated with Ooredoo's existing call and ticketing systems. This provided agents with automatically relevant guides and articles, streamlining operating procedures. The solution resulted in a 70% increase in first call resolution, a 33% reduction in cost per call, and significantly improved customer satisfaction.

Ooredoo

Georges Jacques Mouannes

Manager Call Center