Case Study: Saudi Telecom Company achieves doubled agent productivity and 21% NPS gain with Genesys Omnichannel Engagement

Saudi Telecom Company digital service with a vital human touch

Saudi Telecom Company (STC), the largest telecom operator in the Middle East and North Africa, needed to scale digital channels as customers used more devices and online time increased. Fragmented contact centers and multiple vendors left agents unable to see cross-channel histories, made reporting and performance management difficult, and constrained efficiency and digital growth.

STC deployed Genesys Omnichannel Engagement with implementation support from IST to unify voice, web, chat, email and social on a single agent desktop and add tailored quality monitoring. The unified solution more than doubled agent productivity, grew social interactions by 25% while cutting staffing costs 15%, raised NPS by 21%, improved contact resolution to 85%, boosted web chat performance 62%, and increased customer satisfaction 11%.

Saudi Telecom Company

Riyadh Alonazi

General Manager, Customer Care Centers