Amman, Jordan (November, 2019) – Globitel, a leading telecom and customer care solutions provider, announces the conclusion of its Customer Experience workshop for operators and enterprises across the Middle East to share knowledge and ways to improve the customer experience across all touch points.
Globitel gathered more than 15 of the biggest operators in the region such as Jordan, UAE, Kuwait, Saudi Arabia, Bahrain, Sudan, Iraq, Palestine, Egypt, and much more.
The workshop was held at the Dead Sea Marriot Resort and Spa on Wednesday November 20 and gathered a number of Customer Experience experts.
In addition, Globitel tackled the tools and software solutions most fit to create an outstanding customer experience.
One tool, SpeechLog Retail from Globitel, was also discussed; the solution performs quality management at retail shops.
In addition, the workshop tackled was speech analytics from Globitel; SpeechLog Analytics. This solution transcribes speech to text and analyzes calls at contact centers.
Both solutions empower agents and tremendously improve operations at an enterprise.
The workshop included a variety of educational videos and speeches as well as real life demos of speech analytics technologies and quality management at retail shops.
Ahmad Hanafi, a customer experience expert and founder of a consultancy and training company, gave the audience a valuable presentation on the customer experience and its importance.
The workshop included two panel discussions. The first panel discussion was moderated by CrystelCall’s Zeena Majali with speakers from major operators; Abdelkarim al-Marzouqi and Hasan Abdelmoniem from Etisalat UAE, Yazan Ibrahim from Zain Jordan, and Khaldoun Sweidan from Umniah Jordan, where they all discussed quality management at retail shops and talked about the experience deploying Globitel’s SpeechLog Retail solution.
The second panel discussion was moderated by Rasha Barakat from Zain Iraq and speakers included customer experience expert Simon Dillsworth, Salem Fakhouri of TRC in Jordan, Sami al Jandali from Extensya Jordan KSA as well as Globitel’s co-founder Samer Halawa where speech analytics was discussed in depth regarding its valuable contribution to the customer experience.
Globitel’s Vice President, Fadi Qutaishat,
“The world of customer experience solutions is an exciting area in which to work, and we’ll continue to meet and bring inspired people together in workshops like this, to ensure that we remain their best partner.”
“The workshop was an outstanding experience where we gathered the best and brightest in one place to share valuable knowledge and customer experience know-how for operators and enterprises alike.”
Globitel, founded in 1996, offers a wide range of telecom and customer care solutions in more than 40 countries throughout the world. Globitel’s portfolio consists of a comprehensive suite of solutions to manage the Customer Experience at all touch points and Workforce Optimization for contact centers, as well as Data Analytics solutions that produce valuable insights on the customer service experience.
For operators, Globitel provides a variety of Roaming Analytics and Roaming Intelligence solutions for roaming subscribers, in addition to a suite of solutions covering Call Completion, Call and SMS Control, Mobile Lifestyle, Core Network, Business Support Solutions, Location Management and Positioning, and Security-Centric Solutions.