du Partners with Microsoft to Optimize Call Center Operations

du, the UAE's leading telecom and digital services provider, has announced a collaboration with Microsoft to transform call center operations using advanced AI technologies.

Announced at the 2025 Mobile World Congress (MWC), this partnership marks a major turning point in du's efforts to increase operational effectiveness and customer engagement.

In order to overcome obstacles like strict national data privacy laws, du and Microsoft intend to use hybrid cloud technologies to revolutionize du's contact center operations.

These technologies comply with national data privacy laws while offering the cloud's scale and innovation. The partnership shows how dedicated both businesses are to operational excellence and customer-focused innovation.

The project will utilize cloud services and generative AI from Microsoft. These solutions will include automated VoiceBot support, post-call analytics, and real-time call insights. These solutions are guaranteed to meet the highest standards of data security and privacy due to their compliance with national data regulations.

Regardless of the subscribers' preferred language, the solution guarantees top-notch service by supporting numerous widely used languages used by the UAE's expat community.

"It is a pleasure to collaborate with du to introduce cutting-edge AI solutions to their call center operations," said Silvia Candiani, Microsoft's Vice President, Telco, Media & Gaming. "Our dedication to offering companies state-of-the-art technologies that promote operational excellence and customer-centric innovation is demonstrated by this partnership."

By putting these state-of-the-art AI solutions into practice, Du hopes to raise customer satisfaction, lower Average Handling Time (AHT), and improve First Call Resolution (FCR) rates.

The automated VoiceBot, which is part of the subscriber copilot being developed, will reduce the number of calls to the contact center while optimizing the use of human agents by handling routine inquiries and providing intelligent responses.

Additionally, the AI models will enable targeted retention strategies, thereby increasing customer retention and revenue generation opportunities. Furthermore, the project enables du to monetize the solution, resulting in a new revenue stream.

With the lessons learned from running the solution for one of the UAE's largest datacenters, du will help other government and commercial contact centers in the UAE transform their customer experiences and contact centers by incorporating these capabilities into their du Tech AI and cloud solutions portfolio.

Furthermore, du will focus on enhancing its workforce to use the most recent innovations in AI and cloud services, ensuring that they are prepared to meet the changing demands of the digital landscape. Microsoft will assist du by providing training and resources to help their employees adapt to new technologies.