Virgin Mobile Saudi Arabia signed a partnership with Genesys to provide a digital customer service center

Virgin Mobile Saudi Arabia announced the signing of a partnership with Genesys, a leading provider of customer experience and contact center solutions. This partnership aims to provide a digital services center to help Virgin Mobile Saudi Arabia customers and facilitate their communication with the company's operation with minimal effort.

Virgin Mobile Saudi Arabia has signed this partnership grounded by its belief in the importance of strengthening trust between themselves and their customers and building long-term relationships through providing the best and most advanced services to meet their various needs.

This partnership aims to improve Virgin Mobile Saudi Arabia’s customer experience through the unification of the company’s points and communication channels, including their accounts on social networks. In the past, operators depended on the call center as a tool to respond to customer requests whereby the customer is walked through an interactive voice menu to finally reach a call agent who will then attend to his request. However, this new process aims to reduce branch traffic and shorten the steps of contact between them and their clients. Genesys provides a consolidated solution called “specialized call groups” where the agent taking the call has a wider knowledge of the issue or problem and can give the best advice solving it. Additionally, the move will enable the company to increase their efficiency while growing profitability rates.

Virgin Mobile has joined numerous companies and governmental agencies in the Kingdom that have began to adopt several initiatives related to digital services.  Saudi Arabia has recently started focusing on enhancing customer experience and customer satisfaction through a number of initiatives. Genesys enables companies to deliver a unified communication service for their clients to ensure the best image.

From his side, Fouad Halawi, CEO of Virgin Mobile Saudi Arabia, commented: "Digital Transformation is affecting all of our society in light of the ongoing and rapid developments. This leads us to create effective solutions that keep pace with these changes in order to offer the best innovative services that befit the aspirations our customers. "

And regarding the new partnership, he added: "We are proud to collaborate with Genesys because it demonstrates our commitment to communicate across multiple digital channels to strengthen our relationship with our customers and help them in the best way possible."

Virgin Mobile Saudi Arabia is the first to adopt this initiative among the subsidiary of Virgin Group companies. The company is keen through its collaboration with Genesys, to provide innovative solutions to help enhance the knowledge of their performance when it comes to their customer service, which will in return improve customer’s communication through minimal effort while strengthening their relationship with the company.