Qi, a leading fintech consortium, has successfully implemented advanced Generative AI and Cloud technology from Genesys, a global leader in customer experience and call centre solutions headquartered in California, USA.
This strategic move has significantly enhanced Qi’s omnichannel capabilities, leading to an 80 per cent reduction in customer response time and a 60 per cent saving in monthly telecom costs. The transition has also improved both customer and employee satisfaction.
M/s Customer Experience Ltd, the implementation partner for Genesys, is now expanding the integration of the new software into Qi’s customer care systems. This integration takes Qi’s service delivery and employee engagement to the next level.
Qi’s adoption of Genesys Cloud CX represents the first implementation of this technology in Iraq’s fintech sector, playing a transformative role in the country’s journey towards world-class customer service solutions, as envisioned by Qi’s founder and chairman, Bahaa Abdul Hadi.
Earlier this month, Qi and Customer Experience Ltd formalised their partnership with the signing of an agreement for the Genesys Cloud CX platform at Qi’s office in Dubai Media City.
Abdul Hadi commented: “This partnership is a pioneering step in integrating cutting-edge technologies into Iraq’s financial sector. It marks the first-ever Genesys project for the country’s fintech industry. The CX system seamlessly integrates voice and digital channels, setting a new benchmark for Iraq’s financial services sector.”
Mr Yıldırım Duyargil, founder & CEO of Customer Experience Ltd, added: “We are excited to work with Qi to implement powerful cloud and AI technologies that address their specific needs, offering personalised solutions and significantly enhancing their operations.”
Genesys, a California-based global software leader with offices in Dubai Internet City, empowers organisations of all sizes to improve customer loyalty and business outcomes by creating exceptional experiences for both customers and employees.
Mr Ali Munaem, CEO of Qi, stated: “Our collaboration today brings best-in-class solutions to our millions of customers, making it easier for them to navigate and connect. By integrating all digital and voice channels, we aim to improve service integrity and accessibility, offering our customers a seamless and responsive service across multiple platforms.”
