Ooredoo Group Enhances CX with New Solutions in AI/ML & Fraud Protection


To enhance customer experience and service quality, Ooredoo Group has announced a joint agreement with international communications company BICS to create an innovative voice business model that will deliver new solutions in artificial intelligence, machine learning, and fraud protection, among others.

The agreement for voice traffic, which aligns with Ooredoo Group’s strategic commitment to improving customer experience and quality of service for businesses and consumers, is the first such partnership of its kind in the region.

Effective immediately, the agreement will involve a phased deployment plan for Ooredoo Group operating companies across its global footprint that will be rolled out in the second half of 2022. Ooredoo Group will work with BICS for voice traffic both in and out of the Group’s operating companies. A key element of the first phase of the deployment plan is the creation of a dedicated team of specialists to share insight, expertise, and resources between the two organisations and ensure a firm focus on customer experience.

The new partnership echoes Ooredoo Group’s strategic commitment to investing in technology, and seeking partnerships with leading technology providers, in order to drive improvements in customer experience and deliver transformational digital experiences for its customers.

While the agreement focuses on voice traffic – with high voice quality guaranteed across the full range of BICS destinations across the world – Ooredoo Group will also enjoy access to the very latest in new technology which will enable augmentation of several elements of the ICT provider’s business and, in turn, enable further enhancement of the customer experience.

Guillaume Boutin, Chairman of the Board of BICS and CEO of Proximus, BICS’ parent company
This is an innovative partnership that underlines both Ooredoo’s and BICS’ commitment to fuel market-leading growth in this evolving telecommunications landscape. As the voice market is consolidating, it is increasingly crucial to offer future-proof quality, stability, and protection to both operator networks and subscribers. 

Aziz Aluthman Fakhroo, Managing Director and Group CEO, Ooredoo
For Ooredoo, this partnership is about reducing complexity and anticipating the needs of a new communications ecosystem. We are committed to investing in innovation, technology, and people to ensure we can offer the best possible products and services to our customers across our markets.

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