Press Release Content

Genesys Telecommunications Laboratories, an Alcatel- Lucent company (Euronext Paris and NYSE: ALU), announced Etisalat Misr as winner of its fourth annual Customer Innovation Award.

The competition recognizes outstanding companies for their use of technology to deliver innovative customer service in highly dynamic environments.

Etisalat Misr (Egypt) is the first company from MENA, East Europe and Russia to win this international annual award. 28 experts and analysts from customer care industry chose eight winners based on presentations held during panel sessions at the Genesys Analyst Conference held recently in San Francisco and at Alcatel- Lucent’s Enterprise Forum in Paris.

Etisalat Misr, the Egyptian 3.5G service provider was selected because it has created one of the world’s most advanced multimedia contact centers, combining video, voice, and SMS, with voice recognition, avatars, and other advanced self service choices. The video call centre and IVR technology allows this fast growing telco provider to enable 7 million customers to interact live with agents via their video enabled mobile phones and the 3G network 24 hours a day.

The company scored a "4-Star" (on a scale of one- to four-stars) when compared to the four stages of the Genesys contact center capability maturity model. Those stages are: establishment, consolidating, performing and optimizing. A 4-Star ranking, the highest honor possible, indicates the company is operating at the optimizing stage of the model.

Etisalat Misr’s win was based in part on a presentation in front of the industry analysts demonstrating how and why its customer engagement strategies make it among the elite customer service organizations in the world. The judging process held the finalists to the highest standards in customer care, evaluating each candidate against 20 individual categories. Three criteria determined their overall scores: Innovation, optimization and improving the customer experience. In addition to showing the ability to improve the overall customer experience while linking business issues to customer service resulting in a more strategic approach to customer interactions.

Since Etisalat was awarded the third mobile license in Egypt, it started to build a new network using the very latest technologies. This network allowed the company to introduce new services which have never been offered in Egypt including 3G, 3.5G and, 3.75G. The company provides coverage across 96% of country through a network of 4,000 3G and 2G base stations and has more than 8 million subscribers.

LATEST PRESS RELEASES