Companies Forge Strategic Partnership to Develop Unique Arabic-Speaking Omnichannel Virtual Agent in Middle East Market
Zürich, Switzerland, September 29, 2022 /PRNewswire/ — Omantel, the leading telecommunications provider in Oman, Spitch, the global leader in conversational AI solutions, and Datalyticx, an Oman-based startup, will launch virtual assistants to ensure better customer service and increase efficiency of Omantel contact centers . This strategic partnership to develop an Arabic-speaking omnichannel virtual agent is unique to Oman and beyond Middle East market.
Omantel and its customers will benefit from the ability of virtual assistants to provide information and automatically handle high volumes of customer calls without having to wait in line.
“Omantel is on a mission to provide unparalleled communications solutions and this partnership will enable our customers and employees to be at the forefront of conversational AI and the benefits it offers,” notes Aladdin Abdullah Hassan Baitfadhil, Director commercial of Omantel.
Spitch’s omnichannel approach helps ensure that customers don’t have to repeat their requests as they move between channels. Flexibility has been built into the system, allowing customers to connect live with an Omantel agent at any time. Another added value is that the information is always accurate thanks to an integration mechanism that allows the Virtual Assistants to communicate with Omantel’s backend systems in real time.
“Engaging with Omantel and Datalyticx on this strategic initiative will result in a better customer experience and greater flexibility in the contact center through the automated management of omnichannel interactions. Spitch is excited about this partnership,” comments Piergiorgio Vittori, Global Managing Director of Spitch.ai. “The Middle East is a strategic market for Spitch, and we are honored to be part of such a great project.”
This solution also includes quality control functionality provided by Datalyticx. This Omani startup provides a SaaS integration platform to ensure greater accuracy in understanding both the meaning and sentiment of customer interactions across all channels. “We have developed AI models capable of understanding most of the Arabic dialects spoken in the MENA region, with particularly high accuracy in the Omani dialects. We are delighted to partner with Spitch.ai and jointly provide users with the Omantel’s contact center with excellent customer experience improvements,” says Ahmed Al-BalushiDatalyticx CEO.
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Spitch is a global provider of B2B and B2C conversational AI solutions, headquartered in Swiss since 2014 with a presence in many countries across Europe and now in North America. Spitch helps businesses better understand and serve their customers using natural language processing (NLP), artificial intelligence (AI), and machine learning. Spitch has more than 50 customers worldwide, including Samsung, Etihad, Swisscard, Versicherungs Kammer Bayer, Baloise Insurance, PostFinance, Gruppo Reale, Migrosbank and others.
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