Case Study: Ooredoo achieves a fully integrated omnichannel customer experience with Dialpad

How Ooredoo increased online interactions from 0.4% to 37%

Ooredoo, one of the world’s largest multinational telecom companies, needed to shift more customer service and sales online because its previous chat platform saw very low usage and wasn’t supporting customers effectively. With Dialpad’s AI-powered digital engagement platform, Ooredoo worked to build a more integrated omnichannel experience across digital channels, mobile app, website, and social care.

Dialpad helped Ooredoo connect and scale online support with open APIs and conversational AI, improving customer interactions and satisfaction. As a result, Ooredoo increased online interactions from 0.4% to 34–37%, with a goal of shifting 70% of customer interactions online.

Ooredoo

Raffi Tokmakjian

Director Digital Channels