du, a leading telecom and digital services provider in the UAE, has announced an innovative collaboration with Microsoft aimed at transforming its call center operations through advanced AI technologies. This partnership, revealed at the Mobile World Congress (MWC) 2025, will enhance customer engagement, operational efficiency, and ensure compliance with national data privacy regulations.
The collaboration focuses on implementing Microsoft’s generative AI and cloud services in du’s AI Call Center Transformation, offering a highly personalized customer experience. The hybrid cloud technologies used in this solution enable the scale and innovation of the cloud while ensuring compliance with UAE’s stringent data privacy regulations.
Diego Camberos, Chief Customer & Channels Officer at du, stated, “Through our collaboration with Microsoft, we’re setting new standards in customer service and operational efficiency. Leveraging Microsoft’s state-of-the-art AI tools allows us to anticipate and exceed customer expectations in every interaction.”
The project will utilize Microsoft’s AI technologies to provide real-time call insights, post-call analytics, and automated VoiceBot support. These solutions are designed to handle routine inquiries, reduce Average Handling Time (AHT), improve First Call Resolution (FCR) rates, and optimize human agents’ time. The AI-powered VoiceBot will also enhance customer satisfaction by providing intelligent responses and reducing call center volume.
Silvia Candiani, Vice President of Telco, Media & Gaming at Microsoft, expressed her excitement about the collaboration, saying, “This partnership with du underscores our commitment to empowering businesses with cutting-edge technologies that drive operational excellence and customer-centric innovation.”
Additionally, the project offers du the opportunity to monetize the solution, creating new revenue streams by transforming other government and commercial contact centers in the UAE through its du Tech AI and cloud solutions portfolio. With a focus on upskilling its workforce, du is ensuring that employees are equipped with the latest innovations in AI and cloud services.
About du
du provides a comprehensive portfolio of mobile, fixed, broadband, entertainment services, and fintech solutions in the UAE. With a focus on digital-first approaches, du leverages advanced technologies like AI, cloud computing, and 5G to deliver innovative solutions that drive digital transformation across industries in the region.
