Case Study: Etisalat triples promotion response rates and achieves 3-month ROI with Genesys outbound IVR

Cross-Channel Approach Helps Etisalat Become Egypt’s Leading Mobile Telecoms Provider

Etisalat Misr, Egypt’s leading mobile operator with 35 million subscribers and 1,500 agents, was getting only about a 10% response rate to SMS promotions — partly because promotional texts were mixed with unpaid-bill reminders — and needed a low-cost way to boost engagement without raising SMS spend.

Genesys implemented a pure SIP-based outbound IVR on Etisalat’s private cloud, with a virtualized in-house UI for automated, targeted voice campaigns and real-time monitoring. The solution scaled to over a million calls a day, integrated with billing and collections systems, reduced inbound billing inquiries, and increased promotion response rates from roughly 10% to 30% (with payback in about three months).

Etisalat

Salah Fateen

IT CRM Platforms Manager