Objective
Zain Sudan aimed to build a resilient and fully virtual contact center that could maintain critical customer services during crises, protect employees, improve service continuity, and increase operational efficiency. The main objective was to create a flexible cloud-based customer experience platform capable of supporting millions of customers while preparing the business for future AI-driven innovation.

Introduction
Zain Sudan is a leading telecommunications provider serving more than 12 million customers across Sudan. With mobile connectivity playing a critical role in communication, financial access, emergency support, and everyday services, Zain Sudan needed a customer experience operation that could continue working even during major disruptions.

To achieve this, Zain Sudan implemented Genesys Cloud CX and created a fully virtual contact center. This transformation allowed customer service teams to work remotely, maintain service continuity, improve workforce flexibility, and deliver stronger customer support during challenging situations.

Challenges
Zain Sudan faced several major operational and customer service challenges, including:

• Maintaining critical customer services during crises.
• Protecting employees while continuing customer support operations.
• Supporting more than 12 million customers across the country.
• Managing high customer interaction volumes.
• Enabling remote work for contact center teams.
• Improving answer rates and service levels.
• Reducing cost per call.
• Creating a flexible platform for future AI-powered customer experience.
• Unifying customer engagement channels and workforce management.

Our Strategy
The strategy focused on moving Zain Sudan from a traditional contact center model to a fully virtual and cloud-based customer experience operation.

The key strategic actions included:

• Implementing Genesys Cloud CX as the main contact center platform.
• Creating a fully virtual contact center to support remote working.
• Unifying voice, email, web messaging, and workforce management.
• Expanding customer engagement through WhatsApp, web, and mobile chat channels.
• Using Workforce Engagement Management to improve forecasting and scheduling.
• Supporting a distributed workforce across multiple countries and regions.
• Improving operational resilience during crisis situations.

Building a scalable foundation for future AI capabilities such as chatbots, speech analytics, intelligent routing, and predictive engagement.

Results
The implementation of Genesys Cloud CX delivered strong operational and customer experience improvements for Zain Sudan:

• 19% increase in calls answered.
• 46% faster average speed of answer.
• 60% lower cost per call.
• 15% improvement in overall service levels.
• Answer rates improved from 78% to 92%.
• Average speed of answer reduced from 28 seconds to 15 seconds.
• Silent calls reduced by 33%.
• Disconnected calls reduced by 60%.
• Greater workforce flexibility through remote working.
• Better forecasting and scheduling through Workforce Engagement Management.
• Stronger operational resilience during major disruptions.

Improved foundation for future AI-driven customer and employee experiences.

Conclusion
Zain Sudan successfully transformed its customer service operations by implementing Genesys Cloud CX and building a fully virtual contact center. This transformation improved service continuity, reduced operational costs, increased answer rates, and helped the company support millions of customers during challenging conditions.
By adopting a flexible cloud-based platform, Zain Sudan strengthened its customer experience operations, empowered its distributed workforce, and created a strong foundation for future AI-powered innovation.