Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Maharani Maharani
Strategy Asst Manager
Selha Karabulut
Marketing Manager
Feyza Sahbaz Guzey
Cust. Cont. and Out Of Br. Sales Channels Proj. Supervisor
Vijay s

News : 5G-enabled Digital Services to be Offered to SMEs Soon

#contactcenterworld, @vodafonegroup

Muscat, Oman, Dec 5, 2022 -- Vodafone Oman says its 5G enabled telecom network will cover much of the Sultanate of Oman by the fourth quarter of 2023 – a commendable feat for a company that commenced operations less than a year ago.

Vodafone CEO Bader Al Zidi said the rollout of 5G sites continues apace, with populous parts of the country currently being prioritised.

"To date, we have managed to cover the whole of Muscat Governorate all the way to Qurayyat with our own fully 5G network. In 2023, we will complete North Al Batinah, Dhofar and the Duqm Special Economic Zone," the CEO stated.

Speaking to Times of Oman, Al Zidi noted that the phased rollout of Vodafone’s 5G-enabled telecom networks will also pave the way for the introduction of new products and services in the coming years. This will primarily depend on the penetration of 5G-enabled handsets, which is currently limited to urban areas like Muscat, and that too, in modest percentages.

Vodafone has planned an array of initiatives in the coming years as the company seeks to monetise its considerable investment in new 5G-enabled networks.

An immediate goal is to provide 5G-enabled digital services to small and medium enterprises (SMEs), said Al Zidi. This is in line with the brand’s commitment to supporting the Omani government’s digital transformation strategy, he noted.

"Vodafone is a global player in the digital solutions space. The brand has been named a leader in the 2022 Gartner Magic Quadrant for Managed IoT Connectivity Services for the 8th consecutive year. Our aim is to bring these capabilities to Oman for the benefit of our SME and enterprise customers within the next couple of years."

Significantly, Artificial Intelligence (AI) is being harnessed by Vodafone Oman to provide highly-customised digital solutions to its subscribers – a feature that also comes in handy in addressing customer complaints and network failures, according to the CEO.

"We are a step ahead of conventional telecom operators. For example, in a traditional setup, a customer with a complaint typically calls the call centre, which creates a ticket and starts the rectification process. At Vodafone, the AI-enabled networks sense something is amiss, automatically analyses failures through data analysis, and creates tickets for dispatch to the network operation centre. This saves a lot of time for affected customers."

He further added: "Also, with our 5G networks provided by Ericsson, we are able to analyse call patterns and optimise the customer experience rapidly – something we wish to offer our enterprise customers in the future. We also plan to leverage Big Data and Machine Learning to provide a superior experience for our customer base."

But it’s Vodafone commitment to localisation and In-Country Value (ICV) creation that is a source of much pride for the company, Al Zidi points out.

"ICV is in our heart – it’s what makes us different. While any telecom operator would need to make massive investments in the required infrastructure, we have managed to achieve this by creating local partnerships amounting to over RO 60 million since the time of our launch. For example, instead of building our own telecom towers, we have leased tower capacity from Oman Tower Company, a local company. Likewise, fibre connecting our sites has been leased from Oman Broadband, another state-owned company."

Furthermore, instead of investing in its own data center, Vodafone has signed an agreement with ODB, a local data center in addition to Equinix, an international company operating data centres in Oman. Cyber-security services, while being managed by Vodafone, in coordination with an international entity, many of its support services are outsourced to an Omani partner. Similarly, delivery services are handled by Asyad Express, while marketing and communications are led by local Omani SMEs.

As for the services of a call centre, Vodafone decided to set up an academy for want of an independent call centre operation in Oman.

"We decided to build our own call centre locally through a programme called Vodafone Academy. From a total of 17,600 applicants, we selected 145 Omani fresh graduates and trained them. This is an example of the ICV we have created through our operations here in Oman," the CEO stressed.

Furthermore, in keeping with its positioning as an innovation-driven telecom company, Vodafone offers car-parking payment options through its app.

The facility, integrated with Muscat Municipality’s offerings, enables car owners to pay parking fees anywhere in the capital region. There are plans for the feature to be extended to include parking options in Nizwa and other locations in the future. Also on the horizon are plans for the rollout of Vodafone’s eCommerce platform, which will be launched tentatively towards the end of 2023.

Besides, in line with parent company Vodafone’s commitment to its Net Zero goal, the Omani outfit is also set to make its own contributions, says the CEO. This is demonstrated in its promotion of eSiMs, which enables customers to access their electronic SIMs without the need to visit the brand’s retail stores. Additionally, the company has opted to go green by using electric vehicles and reduce its carbon footprint.
More product rollouts are envisioned in tandem with the growth of Vodafone’s subscriber base, according to the CEO. "Our focus right now is to have the main fundamentals in place, comprising our subscriber base, the network itself, app stability, and the unique service offerings. Then it’s easy to build on top of these building blocks as we move forward," he added in conclusion.

Looking back at the company’s performance as it prepares to celebrate one year of successful operations, Al Zidi is gratified that the new brand has been well received in an otherwise fiercely competitive marketplace.

"In terms of market share, the targets we had envisioned at the one-year mark may be surpassed. It’s quite an achievement for us because it has taken a while to educate the market about the strengths and value offerings associated with our brand. We also wanted to strike the right balance between creating our own network and depending on the other host networks with a view to maximising revenue growth from our own networks. So our goal has been not to simply increase our customer base, but also to ensure that this growth contributes first and foremost to our revenues, and not to our host networks. In light of the current dynamics of the market, we are targeting a market share of about 30% within the next 10 years."

Al Zidi said: "At Vodafone, our purpose globally is to connect for a better future and our expertise and global scale gives us a unique opportunity to drive positive change in society. In Oman, we promised to be different, digital and simple. I believe within our first year we have transformed the industry with a series of big firsts such as a state-of-the-art app, a complete cloud-based network (one of 3 globally), 5G with the best in class latency and eliminating bill shocks while roaming in favourite destinations. We have also seen our entry shaking up the industry with more and more companies looking to transform their own businesses and follow our lead in digitalising services, products and processes. We have achieved all this with a workforce that is over 90% Omani and one that supports local SMEs first and foremost. We have been overwhelmed by the talent we have found in our country. We now even showcase our local Omani talent to the worldwide Vodafone community."

#contactcenterworld, @vodafonegroup

Posted by Veronica Silva Cusi, news correspondent

About Vodafone:
Company LogoEstablished in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Network Based Contact Center?

Read today's tip or listen to it on podcast.

Published: Tuesday, December 6, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)


Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =