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Middle East Telecom Pioneer, Zain, Selects ResponseTek to Power Customer Experience Program Across 8 Countries

LONDON, Aug. 5, 2014 /PRNewswire/ -- ResponseTek, the leader in enterprise Customer Experience Management (CEM) software solutions, today announced that Zain Group has selected ResponseTek's Listening Platform™ to power its multi-channel, multi-country customer experience programme throughout both the Middle East and African regions.

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"Improving our relationship with, and the experience of, our customers is a key strategy at Zain. We have over 4000 employees that work hard every day to improve our customers experience across our business. We will continue to challenge ourselves and set new performance standards by investing in the future of our customers and seeking knowledge and innovation in order to exceed expectations in serving our communities," states Scott Gegenheimer, Group CEO of Zain. "Our commitment to the customer is deeply rooted in our brand values and our partnership with ResponseTek to drive our customer experience program is a testament to our continued dedication."

Zain, the pioneer of telecommunications in the Middle East, is headquartered in Kuwait and operates in 8 countries catering to over a dozen languages. Maintaining brand and delivered experience consistency is imperative to serve Zain's 46.5 million active users (June 30, 2014). Zain will rely on ResponseTek to standardise key customer metrics for benchmarking across the business through collection, analysis and reporting of all customer feedback to identify areas for operational improvement.

"We are proud to have been selected by Zain as the software to power their customer experience program," states Syed Hasan, President and CEO of ResponseTek. "Throughout our discussions, we witnessed Zain's deep understanding of, and a commitment to, enhancing the customer experience. We now look forward to working with the team to collect feedback and monitor improvements to how customers interact with Zain."

About ResponseTek
ResponseTek is the global leader in customer experience management (CEM) software with clients in over 40 countries serviced by offices in North America, Europe, India, and Australia. The ResponseTek Listening Platform™ collects and analyses feedback and sentiment in real-time from customers interacting with a company's website, call centres, retail or branch locations and mobile/social platforms. Based on customer feedback analysis, we provide concrete actions to both front-line and executives to improve the brand experience that leads to increased revenue and reduced customer churn. www.responsetek.com

About Zain Group
Zain is a leading telecommunications operator across the Middle East and Africa providing mobile voice and data services to over 46.5 million active customers as of 30 June, 2014. With a commercial presence in 8 countries, Zain operates in: Bahrain, Iraq, Jordan, Kuwait, Saudi Arabia, Sudan and South Sudan. In Lebanon, the Group manages 'touch' on behalf of the government. In Morocco, Zain has a 15.5% stake in Wana Telecom, now branded 'INWI', through a joint venture. Zain is listed on the Kuwait Stock Exchange.

For more, please email [email protected] or visit: www.zain.com; www.facebook.com/zain; www.twitter.com/zain; www.youtube.com/zain; www.instagram.com/zaingroup; www.linkedin.com/company/zain

ResponseTek Media Contact

Anita Bhatti

Michael Salmassian

Marketing Manager

Nadel Phelan

+1-604-484-2900 x230


[email protected]

[email protected]




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