Case Study: Zain Jordan achieves unified digital customer engagement and 3x support capacity with RingCentral Engage Digital

How Jordan’s largest mobile provider uses RingCentral to revolutionize their customer experience

Zain Jordan, the country’s leading mobile provider, faced a fragmented customer support environment built on separate tools for calls, chat and social media. That siloed setup meant poor visibility into customer behavior, agents tied to single channels, and no unified way to add popular messaging apps like WhatsApp—limiting efficiency and the ability to route inquiries to the best-skilled agents.

By deploying RingCentral Engage Digital, Zain unified online chat, app messaging (including WhatsApp), email and social into one platform, added an AI chatbot that handles 34% of digital inquiries, and enabled agents to work remotely while managing many more interactions. Customer support traffic more than tripled, agent performance and key metrics improved, and Zain absorbed the surge in volume without compromising response times or service quality and with minimal new hires.

Zain Jordan

Abdel-Majeed Al-Adwan

Commercial Support Director