Etisalat Group

Headquartered in Abu Dhabi UAE, Etisalat is a pioneer telecom organization in the GCC that serves more than 11.6 million consumers & over 300,000 enterprises irrespective of size. The company was founded four decades ago as the first telecom service provider across the UAE. Etisalat Group strictly maintains four core values - empowerment, customer centricity, agility, and collaboration to deliver end-to-end telecommunication services to 155.4 million subscribers across 16 countries in the Middle East, Asia & Africa.

We, Sphinx Solutions, helped Etisalat with robotic process automation (RPA) of their telecom call center operation. This helped them effectively improve their ROI by up to 30% and SLA from 50 mins seconds to 5 mins. 

With 15+ years of industry experience, our reliable team of RPA developers has developed 16 bots for their customer support services and improved operational efficiency by up to 40%. We utilize artificial intelligence, machine learning & cognitive technologies to solve their core challenges accurately.

We helped them sail through

Etisalat approached Sphinx Solution with the help of one of their vendors to develop custom RPA solutions. Their aim was to streamline and improve  efficiency of their telecom call center by reducing the SLA, improve customer satisfactions, business operations and boost ROI.

Etisalat was jugging through pelthora of flaws in their customer support process. They wanted a vendo that resolve their problems in record time, managing system interactions across different platform, take care of validation implementation & business rule exceptions.

Through complete RPA solution, Sphinx Solutions have focused on every customer touch point to improve process efficiency.

A few of the challenges that we faced which streamlining their call center process are

We helped Etisalat with telecom automation to overcome various challenges and get a competitive edge. Our professional RPA developers work with different tools like UI path, MySQL & javascript to make the process easier. In addition, we also helped them automate adding, deleting, and recharging value-added services. To achieve the best business outcomes, we focused on four important areas:

1. Speed and efficiency: Our RPA technology solutions automated non-strategic and routine tasks that allow workers to exclusively focus on important jobs to maintain workflows.

2. Optimized expenses: By automating repetitive and time-consuming human tasks, streamlining processes, and eliminating labor costs, our RPA solutions resulted in cost savings. 

3. Adequate data flow: RPA solutions can easily interact with user interfaces and mimic human behavior. Our robotic process automation helped Etisalat to close a huge gap between data access and sources. 

4. Consumer satisfaction: A number of back-office tasks can be automated with the applications of robotic process automation in the telecom industries. Our RPA solutions enabled Etisalat to spend more time & effort on their client demands & less time on non-strategic back-office jobs, which increased customer satisfaction and operational efficiency.

5. Enhanced accuracy: RPA-powered bots are set up to automate the manual interaction processes. They are designed and developed to work every day and around the clock with unwavering regularity and accuracy.

As one of the leading telecom groups in the world, Etisalat covers a large spectrum, including digital solutions, database administration, customer service management, and more. We helped them with RPA in a versatile manner.

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