Case Study: Jawwal boosts customer self-service by 40% and halves voice app development time with Genesys Voice Platform

Jawwal selects Genesys Voice Platform to support its business needs

Jawwal, the leading Palestinian mobile operator with about 80% market share, needed to improve customer service and cut administrative overhead after its legacy IVR proved limited and difficult to integrate. With a 100-agent operation and strong focus on customer satisfaction, the company sought a more flexible, easy-to-develop self-service platform.

Working with partner Ascotel, Jawwal deployed Genesys Voice Platform along with Genesys Composer and Genesys Administrator, enabling in-house teams to build and manage IVR services. The move halved voice application development time, increased customer self‑service by 40%, improved employee satisfaction by 80%, and reduced technical faults by 70%, while lowering operational costs.

Jawwal

Eyad Nabhan

Head of the Integration & Development Department