Umniah Unveils AI Call Analysis at Mobile World Congress 2025

Umniah, a subsidiary of the Bahraini Beyon Group, launched its AI-powered call analysis service at Mobile World Congress 2025 (MWC) in partnership with Globitel. The service enhances customer service center performance and improves client experience.

Umniah leverages Globitel’s cloud-based AI to deliver deep insights into customer service operations, analyzing calls to assess agent performance and customer satisfaction.

As part of Umniah’s commitment to business excellence, this service leverages cutting-edge telecom technology to enhance customer experience and boost operational efficiency.

Iyad Jaber, Chief Business Officer at Umniah, said, “At Umniah, we recognize that exceptional customer service is vital to a company’s brand reputation. Our AI-powered call analytics service optimizes customer service center operations, improves service quality, and supports informed business decision-making.”

He added, “Umniah is committed to adding value and enhancing customer experiences for individuals and businesses. This aligns with our strategy to drive digital transformation and attract investments in Jordan.”

Fadi Qutaishat, Managing Director at Globitel, stated, “We are pleased to partner with Umniah to bring AI-powered call analytics to the local market. This marks a key step in our collaboration and reinforces our commitment to enhancing customer service efficiency and user experience.”

The AI-powered call analysis service analyzes conversations, generating detailed reports on interactions and tracking customer service representatives’ performance using specific metrics and feedback.

It features a user-friendly dashboard for monitoring overall service center performance, identifies new KPIs beyond traditional methods, and pinpoints common customer issues. Additionally, AI evaluates customer satisfaction by analyzing tone of voice and feedback.