Page 15 - SAMENA Trends - April-May 2021

FEATURED SAMENA TRENDS

Etisalat Group-Digital Transformation is at the core of

‘Customer Excellence’ and a ‘Sustainable Economy’

Digital transformation is the at the core evolving needs of customers, with RPA series of tools and services to cater to
of Etisalat’s strategy and encompasses services improving overall efficiency, the market demand and provide means
a broad spectrum of initiatives, including speed, and accuracy of our back-office to ease activities and processes through
new cloud-based products and services, teams enhancing customer satisfaction. digitisation efforts.
the enhancement and development of its Software robots are supporting back-
digital channels and the transformation office agents to complete repetitive tasks More than 300,000 users
and automation of internal as well as 70 percent faster. registered on the Etisalat
customer-facing processes through the
adoption of Robotic Process Automation Digital customer care Consumer Mobile App and
(RPA) or AI-driven platforms. Digital All traditional human-supported customer Etisalat Business Mobile
channels such as mobile apps, websites care channels were digiticised with AI-
or customer portals will continue to play a Driven Virtual Assistant Bots, Self Help App
major role in both distribution channels and Etisalat Mobile App and “Be-Proactive”
the maintenance of our brand relevance. channels. Cloudtalk meeting platform
Etisalat is also committed to accelerating Due to the high demand for teleconferencing
digital innovation to contribute to a more The AI-powered virtual agents, whereby and videoconferencing tools, Etisalat
sustainable economy. Through sustainable 100 percent of the SME segment launched the CloudTalk Meeting platform
digital innovation, the company aims to customer’s calls, as well as consumer which provides completely secure virtual
meet stakeholders’ evolving needs and segment calls, engineering, and Central meetings and online collaboration
enable them to achieve their goals. Here Information Technology (CIT) related sessions.
below are the key areas of focus which calls, were handled by a virtual agent. The
helped in bringing this to reality, Etisalat AI-powered virtual agent is capable Business edge
of handling 1.5 million transactions on In 2020, Business Edge was launched as
Robotic process automat- monthly basis an innovative and adaptable platform
offering a variety of essential products
ion to drive the digital future Digital solutions and services such as smart connectivity
and empower society in line The COVID-19 circumstances have tools, communication and collaboration
with the UAE Vision 2021 heightened the demand for digital solutions mechanisms, office productivity tools,
security and analytics, business devices
across various areas of businesses and
processes. In 2020 Etisalat launched a for employees, and digital marketing
Robotic centre of excellence
Etisalat’s Robotic Centre of Excellence
is aimed at delivering a wide variety of
automated solutions to boost efficiency
and improve productivity leading to greater
customer satisfaction.

The centre currently has 141 robots
that has saved over 171,000 manhours.
The introduction of Robotic Process
Automation (RPA) is part of Etisalat’s
endeavour to drive the digital future and
empower society in line with the UAE
Vision 2021.

In the digital age there is a growing need
to turn towards emerging technologies to
streamline operations and inject greater
efficiency into business processes. The
opening of the centre addresses the

15 APRIL-MAY 2021