Case Study: Ooredoo manages digital customer service at scale with RingCentral's Engage Digital

Ooredoo Manages Digital Customer Service at Scale with Engage Digital

Ooredoo Myanmar, a telecom arm of Ooredoo (High Tech, HQ in Doha), faced rising customer expectations across digital channels while its support was still mainly email and phone; Facebook comments went untracked and the team lacked a way to monitor, unify and scale interactions. The company needed a solution to optimize channel management, track activity, and enable remote work as digital inquiries grew.

By deploying RingCentral Engage Digital, Ooredoo unified Facebook comment management, added live chat on the website, and used IVR routing to steer callers to digital channels and the MyOoredoo app. The platform enabled remote work for over half its agents during the 2020 lockdown, cut waiting times, improved issue resolution and employee satisfaction, and positioned the company to expand channels and automation further.

Ooredoo

Aye Thiri Win

ICT Demand and Portfolio Senior Manager