Case Study: Orascom Telecom Algeria reduces wait times and centralizes service monitoring with Wavetec's Queue Management Solution

Wavetec helps Orascom Telecom (Djezzy) in managing their customer flow at all their Service Centers throughout ALGERIA

Orascom Telecom Algeria, operating under the Djezzy brand, needed to organize customer flow, reduce long waiting and service times across its service centers and benchmark service quality consistently while also displaying promotional content in waiting areas. To meet these challenges, Orascom Telecom Algeria partnered with Wavetec and selected Wavetec’s Enterprise Queue Management Solution (EQMS) and related queue-management services.

Wavetec delivered a customized end-to-end EQMS—smart touch-screen kiosks (with dual printers), digital signage, priority-calling routing and a central reporting platform with a live manager dashboard—deployed at more than 70 branches in Algeria. The Wavetec system centralized monitoring and benchmarking of service/wait times, enabled HR to track employee performance, improved resource allocation, reduced customers’ perceived and actual waiting times, and allowed centralized promotion displays across all Wavetec-powered centers.

Orascom Telecom Algeria

Mohamed Achir

Director Transmission Engineering