Saudi Telecommunications Company STC

 STC is one of the largest Telecommunications providers in Saudi Arabia and the Middle East. STC decided in 2008 to implement Emerging Technologies' Hello Telco voice portal solution which succeeded in handling tens of thousands of incoming calls every day and created a new revenue stream for the company.

 

Industry: Telecommunications

 

Project Type: Voice Portal

 


 

Challenge

 

The Saudi public had a need to access a wide variety of information on a daily basis and the Internet could not be the answer due to its limited penetration and use in the Saudi market. Additionally, STC had a need to boost landline calls, attract new customers, retain older ones and differentiate itself from other major competitors.

 

Solution

 

Emerging Technologies, through its Riyadh offices (www.em-t.com.sa), worked closely with STC to develop, localize, test and implement the state-of-the-art Hello Telco voice portal solution which uses Nuance's voice recognition platform and Emerging Technologies' Arabic voice recognition application. The portal was designed specifically to meet the requirements of the Telecommunications giant.

 

The human-like service offers callers a 24/7 access to a variety of information such as news, sports and entertainment. Callers would dial a dedicated telephone number and request information of interest using their own voice, accent and dialect.

 

STC was the first to introduce this unique and exciting voice recognition service to the Saudi market and in fact the entire Arab world.

 

Results

 

Launched on 29 July 2008, the user friendly service which receives over 40,000 calls a day on average was an instant hit with STC's customers. Thanks to the system's human-like interface, callers could not believe that they were actually conversing with a computer system and not a live agent.

 

Customer Feedback

 

"The project was a major success. Thanks to Emerging Technologies and their unique expertise in successfully developing and implementing voice recognition solutions, we were able to offer our customers an innovative telephone service in Arabic that is unmatched in accuracy and human-like interaction."

 

Eng. Sami Mohammed Thobali - Voice Services Management Section Manager

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