MUSCAT: In line with its Strategic digital Transformation Goals, Omantel
has announced the launch of its Service Operations Centre (SOC), which adopts a service-centric approach towards 24x7x365 real-time service quality monitoring and proactively enhancing customer experience.
Omantel's (SOC), a fundamental transformation initiative, is a joint venture with leading telecom service provider Huawei & Ericsson.
As a strategic partner with Omantel, Huawei has provided a SOC platform to offer a big data capability, which is leading the industry standard based on Huawei's global best practices experience.
Through this partnership, Ericsson will provide locally managed service teams to support Omantel with 24/7 service monitoring to assure network service quality management results.
The SOC acts to take quick and proactive actions on issues before they are faced and reported by the customer. To achieve this, it operates around-the-clock monitoring and detecting any service-related issues and then providing accurate time tracking and immediate action to maintain a high quality of network services, like roaming, social media services, streaming, etc.
This action aims to enhance customer experience through Omantel’s important touch-points like its Call Centre and customer feedback.
Eng Said Abdullah al Ajmi, VP Operations at Omantel, says: "In line with Oman Vision 2040 and our broader strategic goals to enhance our customers' experiences with a service-centric approach, Omantel and its partners share a common vision to improve constantly. We are pleased to launch the Service Operations Centre in Muscat. The advanced monitoring of our network service quality will continue to enhance our offering to consumers, enterprise, and industry in Oman."
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