PTCL and NUCES Signed a Memorandum of Understanding to Improve Customer Experience

A Memorandum of Understanding (MoU) was signed by Pakistan Telecommunication Company Limited (PTCL) and the National University of Computer and Emerging Sciences (NUCES) for long-term research and development initiatives that will benefit both academia and industry.

As a first step, both companies are aiming to build Artificial Intelligence-based Speech Analytics, which will leverage cutting-edge research and technology to uncover customer attitudes using AI-based analytics and to review recorded calls for the aim of Customer Service Quality Assurance.

Moqeem ul Haque, Chief Commercial and Group Strategy Officer, PTCL Group, and Dr. Mohammad Ayub Alvi, Rector, NUCES, as well as senior officials from both sides, were present at the signing event.

By scanning calls based on a predetermined set of Call Quality Metrices, this cutting-edge Speech Analytics system will be able to assess consumers’ thoughts. As a result, the system will identify calls where the Customer Service quality was not up to par.

“We are glad to partner with NUCES for this initiative as the latest techniques and solutions will be explored for better customer services through this collaboration,” said Moqeem ul Haque, Chief Commercial and Group Strategy Officer, PTCL Group.

“This research might potentially be scaled to address a number of comparable difficulties that plague Pakistan’s telecom industry. It is a one-of-a-kind Urdu language development initiative with broader applications in the Customer Care and Contact Center domain that will benefit multiple industry verticals.”

“We are pleased to partner with PTCL, who has taken a leading position in agile processes and automated systems,” stated NUCES Rector Dr. Mohammad Ayub Alvi. With the creation of this Avant technique, the PTCL Customer Care Quality Assurance team will be able to examine a large number of recorded customer interactions with Contact Centers without requiring a large personnel or human hours.”

“Such engagement between the private and public sectors is critical for mutual gain and the development of a long-term R&D partnership.”

NUCES Rector Dr. Mohammad Ayub Alvi commented, “We are thrilled to cooperate with PTCL, who has taken a leading position in agile processes and automated systems.” The PTCL Customer Care Quality Assurance team will be able to review a significant number of recorded customer interactions with Contact Centers using this Avant approach without requiring a big number of humans or human hours.”
“For mutual benefit and the creation of a long-term R&D cooperation, such involvement between the corporate and public sectors is critical.”

Source: Propakistani