Multinational telecom provider Etisalat Misr, a subsidiary of Emirati Etisalat Group, is adding the IBM MobileFirst for iOS Expert Tech app to its support services in Egypt, promising that the iPad application will provide a customer experience transformation. The Expert Tech app, which is IBM’s analytics-driven technical support toolkit, is exclusive to iOS.

Etisalat Misr will send its technicians to store locations to help customers with mobile product troubleshooting. While there, the Etisalat Misr technicians will be able to access the latest equipment manuals, research technical issue data, review job history and tap location services for job-route optimization. In addition, they’ll have the ability to collaborate with other experts through video.

The Expert Tech app’s data analytics capabilities will allow Etisalat Misr technicians to further explore insights around priority jobs, thereby better preparing them for in-store support when they go to a location across the company’s network.

“As we continuously work to enhance our customer experience, we wanted a technology partner who could support us over the next phase of our hyper-growth,” said Khalid AlMansouri, the chief information officer at Etisalat Misr, in regards to the anticipated app-fueled customer experience transformation.

Etisalat Misr is expanding. The company is opening new store locations to support its growing subscriber base, and it expects IBM MobileFirst for iOS Expert Tech to cut service costs by 10 to 15 percent while increasing resolution effectiveness by 20 percent.

“IBM MobileFirst for iOS apps will maximize how our field staff engages with customers in-store, empowering them to quickly and cost-effectively address technical issues and respond to customer needs,” said Khalid AlKaf, director of operations and infrastructure at Etisalat Misr.

The new app is not the first IBM technology that Etisalat Misr has brought on board. Last year, the company adopted IBM FlashSystem, a state-of-the-art storage solution, to protect against fraud.

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