Ooredoo Oman upgrades digital CX with transformed IT infrastructure

Its CX transformation programme aligns with Oman’s roadmap for long-term socio-economic development goal of becoming a digitalised economy.

Being at the forefront of leveraging transformative technologies to upgrade customer experience, telecommunications company Ooredoo Oman continues to keep up with the increasing demands for a simplified digital customer experience (CX). It has strengthened its robust national information technology (IT) and network infrastructure, providing a 360-degree digitalisation of its entire IT architecture.

The company recognises that customers expect a seamless, reliable, client-tailored CX across all channels, coupled with digital services on demand, including billing.

As such, it has established its “Mega Digital Transformation” programme that provides upgraded futuristic digital services for its entire and well-established customer base across Oman. The programme has been designed to be implemented in four phases through leveraging the latest technologies.

Ooredoo has delivered the first two phases of the programme by upgrading the digital CX upon successful transformation, replacement and digitisation of its Charging and Rating systems in 2022 and 2023. It has also started migrating their B2C customers to the state-of-the-art Ericsson Charging and Ericsson Mediation systems in the same year.

By integrating these solutions seamlessly within their existing multi-vendor IT and network ecosystem, Ooredoo's charging infrastructure has been simplified for the customer base across Oman, and has enabled an online real-time experience for customers. This has resulted to the upgrade of all of Ooredoo’s systems, infrastructure, hardware, and software that provide charging and rating services.

Meanwhile, the transformation of the Ooredoo Billing system is expected to be completed this year and to allow customers to have access to real-time bills and mitigate bill shock due to unexpected high charges. In addition, the telecom company is also upgrading its customer relationship management systems, allowing an end-to-end, fully digital CX whilst simplifying its internal architectures and systems.

So far, Ooredoo’s digital transformation efforts have been achieved seamlessly without any disruptions towards its customer base or its business-as-usual activities. The company’s transformation framework also aligns strongly with Oman’s Vision 2040, the nation’s roadmap for long-term socio-economic development to become a digitalised and knowledge-based economy.

Upon completion of the remaining two phases of the Mega Digital Transformation programme, it is going to provide a 360-degree, superior digital CX across all its channels and backend systems. This CX capability is going to be adaptive to any requirements of the emerging and rapidly evolving Internet of Things market segment and is also able to seamlessly provide customers with comprehensive product service bundles.

Ooredoo’s success in leveraging and incorporating new and transformative technologies to provide a strong CX has been acknowledged by the Middle East Technology Excellence Awards 2024, with the company taking home the ICT - Telecommunications category win.

“[Its] significant digitisation efforts provide an upgraded, holistic and client-tailored CX across all channels, allowing Ooredoo to significantly reduce time to market of new products and services to its customers,” the company said.

The prestigious awards programme honours pioneers of technological innovation in the region, having significantly contributed to the pursuit of excellence within the industry. It celebrates companies, initiatives, and leaders that have utilised advanced technologies in improving business outcomes.

The Middle East Technology Excellence Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Danica Avila at [email protected].