Overview
Korek Telecom, one of Iraq’s leading mobile network operators, partnered with C Square to modernize its customer service infrastructure using the Genesys Customer Experience Platform, supporting roughly 300 agents across Erbil and Baghdad.

Introduction
Serving millions of subscribers in a competitive telecom market, Korek needed fast, personalized, always-available customer service. C Square delivered a centralized engagement ecosystem with built-in business continuity, intelligent routing, multilingual support, and enterprise-grade resilience.

Challenges
Korek’s nationwide operations generated thousands of daily interactions spanning billing, subscriptions, technical support, roaming, and promotions. Key challenges included:

• Extremely high inbound call volumes needing efficient distribution
• Operations split across Erbil and Baghdad, requiring centralized yet resilient management
• No single point of failure allowed for continuous availability
• Limited self-service, driving heavy reliance on live agents
• Need to support Iraq’s multilingual customer base
• Requirement for location-specific customer information by region
• Difficulty forecasting staffing and monitoring service quality

Our Strategy
C Square deployed an enterprise-scale Genesys platform across both cities with full High Availability and automatic call overflow between sites. The solution added a multilingual Smart IVR (English, Arabic, Sorani, Badini), location-aware self-service, an Arabic-localized agent desktop, and Workforce/Quality Management tools, supported by real-time analytics and ongoing managed services.

Conclusion
The partnership delivered a robust, future-ready customer engagement platform capable of handling thousands of daily interactions. With geographically redundant HA, automatic inter-site overflow, and multilingual, personalized service, Korek Telecom now operates one of Iraq’s most resilient telecom contact centers, continuously evolving with C Square’s support