etisalat by e& Picks Netcracker to Drive BSS Transformation

Netcracker Technology and etisalat by e& announced a strategic partnership for a large-scale, multi-year BSS transformation project delivering innovation across the business and all customers.

etisalat by e& was founded in Abu Dhabi more than four decades ago and is UAE’s first telecommunications company. The company has been on a journey to transform to a technology company. By embarking on this transformation, etisalat by e& will continue to be at the forefront of driving the digital society through delivering faster and more differentiated and personalized services to its customers across all its service offerings.

The significant new engagement includes Netcracker Digital BSS, part of Netcracker Digital Platform, in a full-stack implementation encompassing a number of products and functions, including order management, CRM, product catalog management, self-service and digital channels enablement, service fulfillment, analytics and reporting and partner management. The large-scale commitment will directly benefit all of etisalat by e&’s customers, including consumer and business segments. This includes improved time to market, enhanced service delivery and a superior customer care experience through a GenAI-driven platform.

“Our partnership with Netcracker gives our teams the capability to provide always-on services that help us to meet and exceed customer expectations,” said Khalid Murshed, CTIO at etisalat by e&. “We are confident that strategic partners like Netcracker will help us deliver more for our customers by giving us real business results today and keeping us on the long-term path for etisalat by e& to become a fully automated digital services provider. They will bring their expertise to this long-term project to modernize our systems and processes and deliver the next generation of customer experience.”

This collaboration with Netcracker will also help etisalat by e& adopt a best-of-suite approach and build a new modern IT stack that will allow it to concentrate on customers, channel management and product innovation. This important project is also in line with the group’s transformation journey, enabling it to create new service offerings quickly, expand its footprint in the region, nurture in-house talent and enhance competitiveness in the markets in which it operates.

“We are extremely honored that etisalat by e& has selected Netcracker to play a major role in this important large-scale, AI-driven transformation project that will deliver significant benefits to our customer and their entire business,” said Sylvain Seignour, President of Netcracker. “We have enjoyed a close partnership with etisalat by e& and are looking forward to helping them along this journey to become a modern digital service provider and deliver exceptional value and differentiated service experiences to their customers.”