FINAL WORD

The wave of Digital Transformation sweeping across Egypt is rapidly advancing the maturity and competitiveness of the businesses in the country . At the epicentre of this evolution has been the country ’ s telecom operators , serving as custodians of this change by providing the infrastructure that makes possible the delivery of mobile and internet services to millions of consumers . However , with Internet penetration in the Arab world ’ s most populous state at just 57.3 %, there is still plenty to be done . Ravi Saraogi , Cofounder and President , Uniphore APAC , outlines that finding the connection in customer conversations is key to success for Egyptian telcos .

However , with Internet penetration in the Arab world ’ s most populous state at just 57.3 %, there is still plenty to be done . This pressure is only set to mount as the country progresses towards life alongside COVID-19 – fewer opportunities for physical interactions will push more people to turn to spending time online . Telcos will also have to rise to the address the ambitions of the government . At the International Co-operation Forum , held in Cairo late last year , the country ’ s Communications and Information Technology Minister , Amr Talaat , expressed the government ’ s intent to improve Internet connectivity for 60 million Egyptians living in about 4,500 villages by upgrading broadband infrastructure – an initiative that will no doubt require significant support from the telcos operating in the country .

While opportunity is rife , the telecom industry continues to grapple with mediocre levels of customer satisfaction and loyalty . Since the start of the pandemic , customers have been plagued with uncertainties that have led them to turn towards customer service platforms as a way to help navigate their anomalous set of challenges and concerns . As

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