Middle East Telecom Pioneer, Zain, Selects ResponseTek to Power Customer Experience Program Across 8 Countries

PRESS RELEASE: ResponseTek, the global leader in enterprise Customer Experience Management (CEM) software solutions, today announced that Zain Group has selected ResponseTek’s Listening Platform™ to power its multi-channel, multicountry customer experience programme throughout both the Middle East and African regions.

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“Improving our relationship with, and the experience of, our customers is a key strategy at Zain. We have over 4000 employees that work hard every day to improve our customers experience across our business. We will continue to challenge ourselves and set new performance standards by investing in the future of our customers and seeking knowledge and innovation in order to exceed expectations in serving our communities,” states Scott Gegenheimer, Group CEO of Zain. “Our commitment to the customer is deeply rooted in our brand values and our partnership with ResponseTek to drive our customer experience program is a testament to our continued dedication.”

Zain, the pioneer of telecommunications in the Middle East, is headquartered in Kuwait and operates in 8 countries catering to over a dozen languages. Maintaining brand and delivered experience consistency is imperative to serve Zain’s 46.5 million active users (June 30, 2014). Zain will rely on ResponseTek to standardise key customer metrics for benchmarking across the business through collection, analysis and reporting of all customer feedback to identify areas for operational improvement.

“We are proud to have been selected by Zain as the software to power their customer experience program,” states Syed Hasan, President and CEO of ResponseTek. “Throughout our discussions, we witnessed Zain’s deep understanding of, and a commitment to, enhancing the customer experience. We now look forward to working with the team to collect feedback and monitor improvements to how customers interact with Zain.”

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About ResponseTek

ResponseTek is the leader in enterprise customer experience management software solutions. World market leaders in finance, telecommunications and retail – including 14 of the world’s top telcos, and Bloomberg’s top ranked bank – trust ResponseTek to drive millions of customer interactions every week. The ResponseTek Listening Platform™ eliminates silos of information by integrating customer experience data and reporting throughout the entire organisation to improve customer satisfaction. Founded in 1999, ResponseTek is headquartered in Vancouver, Canada and operates in over 30 countries throughout North America, Europe and Asia. Additional information is available at: www.responsetek.com

About Zain Group

Zain is a leading telecommunications operator across the Middle East and Africa providing mobile voice and data services to over 46.5 million active customers as of 30 June, 2014. With a commercial presence in 8 countries, Zain operates in: Bahrain, Iraq, Jordan, Kuwait, Saudi Arabia, Sudan and South Sudan. In Lebanon, the Group manages ‘touch’ on behalf of the government. In Morocco, Zain has a 15.5% stake in Wana Telecom, now branded ‘INWI’, through a joint venture. Zain is listed on the Kuwait Stock Exchange (stock ticker: ZAIN).