Collaboration to Enhance Service Delivery, Customer Experience, and Align with UAE’s National AI Strategy
Netcracker Technology, a leading provider of innovative AI and telecom solutions, and du, a prominent telecom and digital services provider in the United Arab Emirates, have announced a strategic partnership aimed at leveraging artificial intelligence to foster innovation and elevate the digital customer experience. The companies will collaborate to develop cutting-edge GenAI (Generative AI) use cases that align with the UAE’s National AI Strategy 2031, underscoring their commitment to leading the next phase of digital transformation in the telecommunications sector.
The partnership was formalized during GITEX Global 2024, where executives from both companies signed a Memorandum of Understanding (MoU) for a multi-year program. This initiative is part of du’s pledge to the UAE’s National AI Strategy, focusing on incorporating the power of AI into key industry verticals. The collaboration marks a significant step forward in transforming customer experiences through advanced technology and redefining service standards across the region.
Driving Innovation with GenAI Telco Solutions
Netcracker’s GenAI Telco Solution will play a central role in enhancing du’s capabilities in automation, service delivery, and customer interaction. By integrating these advanced AI technologies, du aims to develop innovative solutions that will not only improve operational efficiency but also create a personalized and seamless digital experience for its customers.
“Our commitment to the UAE’s AI strategy has encouraged us to be forward-thinking and push the boundaries of what’s possible as we bring advanced technology to practical use cases within our business,” said Fahad Al Hassawi, CEO of du. “Through our ongoing partnership with Netcracker, we look forward to creating applications that will deliver positive benefits to our customers and society as a whole.”
Netcracker’s AI-driven platform, combined with du’s operational expertise, will lead to the development of use cases that enhance automation capabilities—reshaping how customer interactions are managed and improving service responsiveness. These initiatives will include features such as personalized assistance, increased accuracy in self-care requests, and multilingual support for digitally assisted conversations, thus providing a consistent and enhanced customer experience.
A Strategic Alliance Aligned with the UAE’s Vision
The UAE’s National AI Strategy 2031 aims to position the country as a global leader in artificial intelligence by integrating AI across various sectors to improve efficiency and productivity. Netcracker and du’s partnership is in direct alignment with this vision, focusing on the implementation of AI solutions that elevate customer engagement and enhance service quality.
“We are excited to enter into this engagement that leverages our revolutionary GenAI offering to create real-world scenarios that will allow du to create a truly digital experience for its customers,” said Andrew Feinberg, Chairman & CEO at Netcracker. “We are honored to continue our strong partnership with du as we work closely together to elevate its business now and for the future.”
Benefits for du’s Customers
The collaboration between Netcracker and du is designed to drive value directly to du’s customers. By leveraging GenAI, du is set to provide:
- Personalized Customer Experiences: AI-driven interactions that adapt to individual customer needs, ensuring a more tailored approach to customer care.
- Multilingual Support: Enhanced capabilities to communicate with customers in multiple languages, making customer support more accessible.
- Efficient Service Delivery: Improved automation will allow du to respond faster to customer inquiries and self-care requests, ensuring a seamless digital experience.
Through the integration of Netcracker’s GenAI Telco Solution, du is enhancing its capacity to deliver a high level of precision and consistency across customer touchpoints, ultimately redefining the digital experience for its user base.
Accelerating Digital Transformation in Telecommunications
As the telecommunications industry undergoes rapid transformation, partnerships like the one between Netcracker and du are critical to staying ahead of emerging trends. The integration of AI, particularly GenAI, into telecom services is becoming a game-changer for operators seeking to enhance operational efficiency, customer engagement, and business growth.
Netcracker’s expertise in AI, 5G monetization, and automation technologies has enabled it to become a key partner for service providers worldwide. This partnership with du further cements Netcracker’s role in accelerating the digital transformation of the telecom industry in the Middle East, helping service providers transition into more agile and customer-centric organizations.
About Netcracker Technology
Netcracker Technology, a wholly-owned subsidiary of NEC Corporation, has the expertise, culture, and resources to help service providers around the world transform their businesses to thrive in the digital economy. With a focus on cutting-edge technological advancements—including AI, automation, and 5G monetization—Netcracker has supported its customers’ transformation goals for more than three decades, advancing the telco-to-techco evolution and ensuring business growth and profitability. For more information, visit www.netcracker.com.
Conclusion
The strategic partnership between Netcracker and du marks a significant development in the Middle East’s telecommunications landscape. By aligning with the UAE’s National AI Strategy 2031 and focusing on innovative GenAI use cases, the two companies are set to redefine digital customer experiences and elevate service delivery standards. Through this collaboration, du’s customers will benefit from a more personalized, efficient, and accessible telecom service, positioning the company at the forefront of digital transformation in the region.
