du, the leading telecom and digital services provider in the UAE, has entered into a collaboration with Microsoft to transform call center operations by leveraging advanced AI technologies.
This collaboration, revealed during Mobile World Congress (MWC) 2025, marks a key milestone in enhancing customer engagement and operational efficiency for du.
Under this collaboration, du and Microsoft aim to revolutionize du’s contact center operations, addressing challenges such as stringent national data privacy regulations by leveraging hybrid cloud technologies.
These technologies provide the scale and innovation of the cloud while maintaining compliance with national data privacy regulations. The collaboration highlights both companies’ commitment to operational excellence and customer-centric innovation.
Diego Camberos Chief Customer & Channels Officer – du
“Through our collaboration with Microsoft, we’re setting new standards in customer service and operational efficiency. Leveraging the state-of-the-art AI tools from Microsoft enables us to anticipate and exceed our customers’ expectations in every interaction. Together, we’re crafting a future where technology serves as a bridge to more meaningful, efficient, and personalized customer engagements.”
The project will use Microsoft’s generative AI and cloud services. These solutions will provide real-time call insights, post-call analytics, and automated VoiceBot support. The alignment with national data regulations ensures that these solutions meet the highest standards of data privacy and security.
The solution also supports many of the common languages used in the UAE’s expat-rich population, ensuring great service regardless of the language spoken by the subscribers.
Silvia Candiani, Vice President, Telco, Media & Gaming, at Microsoft, added that, “We are pleased to collaborate with du to bring innovative AI solutions to their call center operations. This collaboration underscores our commitment to empowering businesses with cutting-edge technologies that drive operational excellence and customer-centric innovation.”
With the implementation of these cutting-edge AI solutions, du aims to improve First Call Resolution (FCR) rates, reduce Average Handling Time (AHT), and enhance overall customer satisfaction.
The automated VoiceBot, part of the subscriber copilot being developed, will reduce the volume of calls to the contact center and optimize the usage of human agents by handling routine inquiries and providing intelligent responses.
Additionally, the AI models will enable targeted retention strategies, boosting customer retention and revenue generation opportunities. Furthermore, the project allows du to monetize the solution, creating a new revenue stream.
With the learnings from the solution being run for one of the largest datacenters in the UAE, du will also help other government and commercial contact centers in the UAE transform their customer experiences and contact centers by providing these capabilities as part of their du Tech AI and cloud solutions portfolio.
Furthermore, du will focus on enhancing its workforce to utilize the latest innovations in AI and cloud services, ensuring they are equipped to handle the evolving demands of the digital landscape. Microsoft will support du by providing training and resources to help their employees adapt to the new technologies.
