Case Study: Zain Telecom Iraq reduces wait times and manages KPIs at 17 service centers with Wavetec

Wavetec helps Zain Iraq manage its KPI’s at 17 service centers

Zain Telecom Iraq, the largest mobile operator in Iraq and part of Zain Group, was struggling with very high footfall at its retail and customer service centers—up to around 2,000 daily and branches with as many as 15 counters—and needed a reliable customer flow management solution to optimize journeys and track service KPIs. Zain selected Wavetec to provide a turnkey customer experience solution (Wavesphere) including queuing, signage and management tools.

Wavetec deployed its 360° Wavesphere solution—ticketing kiosks, soft teller and counter display units, digital signage (Donatello), mobile queuing and the Wavesphere Management Portal—across 17 service centers (phase one), implemented with distributor Al Shather. The Wavetec system streamlined customer flow, made queues move faster, noticeably reduced waiting times and delivered real‑time KPI dashboards to monitor performance and improve service levels.

Zain Telecom Iraq

Laith Riyadh Ra’oof

Head of Direct Sales Department