Case Study: Zain Sudan builds a resilient virtual contact center with Genesys Cloud

Zain Sudan boosts service levels 15% with Genesys Cloud

Zain Sudan, a telecommunications leader, faced the critical challenge of maintaining customer service continuity and protecting its workforce during periods of severe national disruption, including a pandemic and armed conflict. To build a resilient and adaptable operation, the company partnered with Genesys and implemented the Genesys Cloud CX platform.

The solution involved creating a fully virtual contact center using the Genesys Cloud platform, unifying voice, email, and WhatsApp with Workforce Engagement Management. This enabled a distributed global workforce and provided operational agility. As a result, Genesys helped Zain Sudan increase its call answer rate by 19%, lower cost per call by 60%, improve average speed of answer by 46%, and achieve a 15% higher service level, all while establishing a foundation for future AI innovation.

Zain Sudan