Data Direct Group

We Understand Your
Challenges in the
Telecom Sector

The GCC Telecom market is saturated with players fighting hard to retain market share. We understand the key challenges you face:

Poor Customer Loyalty Challenges

Customer Acquisition is getting harder in a saturated market.

New entrants entering markets

Ensuring uniform integrated CX across multiple online and offline channels is key to customer retention.

Evolving Purchase Journey

Pressure to deliver quality cost-effectively. And this is exactly where Data Direct fits into your plans.

[Our experience]

What Sets
Data Direct Group Apart?

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Number of Years in Operation

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Number of Satisfied Clients

At Data Direct, we have partnered with public sector, semi-governmental, and regulatory bodies across the GCC. Our experienced team can partner with you to deliver exceptional customer service. What sets us apart from others is:

Multilingual, multilocational operations.

Integrated omnichannel deployments.

Nearshoring. We have our own service sites spread across Bahrain, Oman, Saudi Arabia, and UAE, with larger geographies having service hubs across multiple cities.

Book a Discovery Call

What do we do?

Data Direct Group is the trusted outsourcing and technology partner for telecom operators, ISPs, and mobile network providers across the GCC. We specialize in managing the high-volume, complex interactions that define the industry—from network issues and billing disputes to customer retention campaigns—all while driving down your cost-to-serve (CTS).

Our solutions are designed to reduce churn, improve First Contact Resolution (FCR), and create a future-proof, unified customer experience (CX) across all channels.

Know More Grow your Business

[Our offerings]

Our Solutions

Tier 1 & Tier 2 Technical Help Desk

24/7 multilingual support for common issues, including troubleshooting connectivity problems (broadband, mobile, VoIP), device setup, SIM activation, and application support. Our teams use advanced diagnostic tools for efficient remote resolution.

Outage Management & Surge Capacity

We provide immediate surge staffing during unexpected service outages, deploying proactive communications and call deflection strategies to manage high volumes of customer inquiries. Our goal is to stabilize the customer base and provide clear, real-time status updates.

IoT & Smart Service Support

Specialized support for the growing ecosystem of connected devices and smart services, assisting customers with setup, pairing, and troubleshooting of home automation and new 5G-enabled applications.

Billing Inquiries and Dispute Resolution

Handling all billing-related contacts—from simple usage questions to complex invoice disputes. Our agents are trained to clearly explain usage, apply adjustments, and resolve payment issues, turning frustration into clarity.

Order Provisioning & Activation

Streamlining the end-to-end process of new service activation, product upgrades, and number porting requests, minimizing delays and ensuring a smooth customer onboarding experience.

Revenue Assurance & Fraud Detection

Implementing back-office processes and utilizing data analytics to monitor subscriber activity for potential fraud risks and subscription inconsistencies, protecting your revenue stream.

Proactive Churn Prevention

Using predictive analytics to identify customers at risk of leaving. Our dedicated retention specialists then engage these high-value customers with personalized loyalty offers, tailored plan upgrades, and proactive problem-solving.

Upsell & Cross-Sell

Training our agents to effectively suggest relevant services (e.g., bundling mobile with broadband, suggesting a data top-up, or upgrading a device) during service interactions, driving increased Customer Lifetime Value (CLV).

Subscription & Lifecycle Management

Handling all plan changes, downgrades, cancellations, and renewals with a focus on retaining the relationship by offering value-added alternatives.

AI Voice Agents for Technical Triage

Deployment of advanced AI voice agents to perform initial technical triage for network issues, plan changes, and billing inquiries, deflecting calls and providing instant resolution.

Data Tagging for Billing and Network Logs

Data Lake Creation for Churn Prediction

Building and managing secure data lakes that unify customer behavior and interaction data, enabling sophisticated machine learning models to predict customer churn risk.

[trusted by Brands]

Infrastructure/Partners

Zoom

Zoom Contact Center is an integrated, cloud-based omnichannel solution combining video, voice, chat, and SMS interactions in one unified platform. Built on Zoom’s reliable communications infrastructure, it helps organizations enhance customer engagement, empower agents with intuitive tools, and deliver seamless, personalized experiences across all customer touchpoints.

Snowflake

Cloud data platform that enables secure data storage, sharing, and analytics. It separates compute from storage, allowing scalable performance and cost efficiency. Businesses use Snowflake to unify data across multiple sources and gain real-time insights for decision-making.

Opentext

Leader in enterprise information management solutions, providing tools for content services, data management, and digital transformation. It helps businesses securely manage and analyze unstructured data, enhance collaboration, and improve regulatory compliance across their digital ecosystems.

Newgen

Digital transformation platform offering enterprise-grade solutions for process automation, content management, and customer engagement. It enables organizations to streamline operations, improve compliance, and deliver superior customer experiences through low-code automation and intelligent workflow management.

Meltwater

Media intelligence and social listening platforms help organizations monitor online conversations, analyze brand sentiment, and measure media impact. It offers AI-powered insights to support PR, marketing, and communication strategies across news, social, and digital channels.

AWS

The world’s leading cloud computing platform offering scalable infrastructure, storage, and application services. It provides solutions for data management, AI, analytics, and machine learning, helping businesses innovate faster, reduce costs, and enhance operational efficiency.

Sprinklr

Unified customer experience management platform that helps enterprises manage interactions across social media, digital, and customer service channels. It enables brands to deliver consistent, personalized experiences and gain actionable insights using AI-driven analytics and automation tools on Media Monitoring and Listening.

Genesys

Leading cloud-based contact center and customer experience platform that enables businesses to connect with customers through voice, chat, email, and social channels. It leverages AI and automation to improve engagement, streamline operations, and enhance customer satisfaction across every interaction.

Telecom

Don’t Let Customers Disconnect Due to Poor CX.

We Understand Your Challenges in the Telecom Sector

Poor Customer Loyalty Challenges

New entrants entering markets

Evolving Purchase Journey

[Our experience]

What Sets Data Direct Group Apart?

0

0

What do we do?

[Our offerings]

Our Solutions

Advanced Technical Support and Issue Resolution

Tier 1 & Tier 2 Technical Help Desk

Outage Management & Surge Capacity

IoT & Smart Service Support

Billing, Account Management, and Fraud Prevention

Billing Inquiries and Dispute Resolution

Order Provisioning & Activation

Revenue Assurance & Fraud Detection

Customer Retention and Value Generation

Proactive Churn Prevention

Upsell & Cross-Sell

Subscription & Lifecycle Management

AI, Data, and Digital Enablement

AI Voice Agents for Technical Triage

Data Tagging for Billing and Network Logs

Data Lake Creation for Churn Prediction

[trusted by Brands]

Infrastructure/Partners

Zoom

Snowflake

Opentext

Newgen

Meltwater

AWS

Sprinklr

Genesys

[BLOGS]

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We Understand Your
Challenges in the
Telecom Sector

What Sets
Data Direct Group Apart?