A Word from Sherif VIS Director
I would like to share with you the 2nd Edition to our quarterly based newsletter, VIS Voice.

VIS this quarter celebrates the achievement of almost 75% of it's aspirational target and the creation of 1100 more jobs reaching to 3700 employees and growing closer towards the 515 ambition to reach 5000 employees by 2015.

Accordingly VIS is taking every initiative to embrace the Vodafone Way Culture and embed it into our daily lives in VIS to build up more on our internal equity "The Power of People " which will positively boost our peoples performances hence lead to customer satisfaction.

VIS with it's "Power of Partnership" equity best practice shares it's knowhow to deliver business excellence while linking performance with business results partners. VIS Provides it's partners with great value and highest customer satisfaction.
VIS Launches It's 1st Visa Application Center Office
For over 10 years now VIS has served Embassies across Egypt with Visa Appointment Services Queue . VIS Decided to lead the next level of operations by launching it's 1st Visa Application Center (VAC) Office , providing all services needed on behalf of the embassies for Visa Applicants.

The challenge of serving the Visa Applicants directly and penetrating the on ground field was easily eliminated through capitalizing on VIS's Excellent Embassies Relationship

VIS VAC proudly served its First Applicant on the 29th of December 2013 for The Georgian Embassy
VIS Manages Vodafone Germany's Mobile Self-Services (Mein Vodafone)
VF Germany has moved towards a Digital Transformation to centralize all Mobile App Activities internally for enabling Vodafone Germany to:
  • Get a consistent Brand & Strategy
  • Enhance Customer Experience
  • Avail majority of services in hands of customers
Accordingly Vodafone Germany handed to VIS it's App Management & Development Services successfully they both launched the First Release in Dec 2013 following an effective operating model of "App Factory". VIS is eager on this partnership and believes it can effectively give VF Germany and other Local Markets in Vodafone a winning resources to deliver best in class Online and Mobile Services

VIS proudly manages over '16 Apps' Service Management including:
  • App Store Management
  • Killing Outdated/Unwanted Applications
  • Apps Quality Assurance & Monitoring
  • Reporting – Provision of a KPI Dashboard for the Application Portfolio
VIS has built an International Center of Excellence in the domain of Online and Mobile Services starting with more than 100 developer using different technologies and providing solution for all operating systems in mobile and desktops

VIS Technology Launches the Global Service Desk – Network Services
Following the new Organizational Structure of Technology Strategy & Operations. Vodafone Core Network and Operations (VCNO) and Information Technology (IT) have joint efforts in building a Network Services Desk Capabilities within the Global Service Desk (GSD). This team will be part of the Technology Shared Services Center in Cairo

The Global Service Desk-Network Services will initially launch within the service support of M2M, SOBE, MMS and LBAS, this improvement will confidently strengthen the ability to serve our customers with heightened Speed and Simplicity as we continue to unify these Technology Functions to find more efficient and effective ways of delivering the best possible service

VIS Technology launches the New Mediation Service
VIS Technology - Telecom Services is launching its new Mediation Service which is considered as one of the most advanced Telecom Services, The Mediation System is a critical telecom system which impacts directly any mobile operator revenues and considered as one of the core revenue management systems to mobile operators, accordingly, proper implementation and management to Mediation Systems can save millions to Mobile Operators as well as better enhancement to customers experience

The Meditation Services' team which consists of 5 experts, is now capable to provide the following:
  • Mediation Systems Implementations & Configuration
  • Mediation Systems 2nd Line Support
  • Mediation Systems – Technical revenue assurance

VIS Technology is now ready to sign an agreement with Digitalroute as Mediation Systems Partner which is selected by Vodafone Procurement Company (VPC ) as the recommended Mediation system to Vodafone OpCos and currently they have implementations in Verizon US, Vodafone Ireland, Vodafone UK, VodaCom South Africa in addition to many implementation across the globe

VIS Got recertified on ISO 27001 Information Security Management Standards (ISMS)
VSS Cairo is recertified from Lloyd's Accredited Certification Body demonstrating that the security of the information in VIS has been Addressed, Implemented and Properly Controlled. The Information Security can be characterized as the preservation of Confidentiality, Integrity and Availability

The Benefits of the ISO 27001 Certification are as follows:

Customers, Employees, Trading Partners and Stakeholders are comforted in the knowledge that the management information and systems are secured

Demonstrates' Credibility and Trust

Cost savings – even a single information security breach can involve significant expense.

Establishes that relevant laws and regulations are being adhered to

Shows that a commitment to Information Security exists at all levels

throughout an organization

Omantel Partners with VIS in Leading Their Retail and Customer Care Staff Training
Inline with the Omantel's quest for Excellence in Customer Service, Omantel entered into partnership with Vodafone International Services (VIS) to train and coach more than 500 Omantel's employees in Consumer Business Unit during the coming three months under the program "Customer 1st".

The comprehensive program was delivered to all Retail Outlet Staff in all regions of the Sultanate and was conclude in December 2013

Haitham Abdullah Al Kharusi Vice President of Consumer Business Unit at Omantel said: "We are pleased to announce this partnership with Vodafone International Services and Solid as we strongly believe at Omantel that developing the capacities of our employees is a key element in ensuring that our customers are enjoying the best customer experience at all touch points. This training programme is a continuation of a long term initiative launched earlier aiming at putting the customer first in all what we do"

Sherif Bakir Vodafone International Service's Director also gave his comments on this agreement: "Our partnership with Omantel, the leading communications company in the Sultanate is to develop the capabilities of its employees in customer service is a valuable addition to our successful partnerships on international level. Customer care is considered to be a main differentiator in telecom sector and we believe that this programme will contribute to enhancing the leadership position that Omantel currently enjoys in the market"




VIS Technology Develops Kotobi's Mobile App for Vodafone Egypt
Vodafone Egypt as a global company with local roots believes that reading is a key ingredient for the development of any nation, and supports the Arabic reading ecosystem in benefit of empowering the readership levels in the Arabic language. Vodafone Egypt just launched 'Kotobi' platform that introduces a viable solution to main obstacles of book production through digital publishing, distribution and a digital library

Kotobi's digital technology removes the barriers to publishing for authors and publishers alike; and creates an innovative avenue for readers to access the biggest variety of Arabic publications at the convenience of their home: it saves the distance to buy books as it can be done through the credit card anywhere in the world, or through the mobile phone in Egypt. And also Kotobi's Mobile App allows users to walk around with their library: all on mobile phone platforms and tablet

In 7 months only, VIS Technology Team has adopted the idea and kept on developing it till it was brought to light in a mature & successful form through working around the clock in parallel in all streams without pausing to reach the successful launch on 3rd Feb 2014 as the VIS Technology Team provided all the technical expertise and used the latest technology with highest quality standards to come up with this unique product while meeting all the functional, security & performance requirements




VIS Annual Strategy Event Celebration
This Year, VIS celebrated the achievement of almost 75% of it's aspirational target and the creation of 1100 more jobs reaching to 3700 employees and growing closer towards the 515 ambition to reach 5000 employees by 2015. The event was a blend between updates on a year of success and a unique show performed by a famous Egyptian Band "Wust El Balad" in a festive mood.



BCP Recognition Event
In celebration of VIS Patriots who supported smooth operation through VIS's Business
Continuity Plan during the critical situation in Egypt and were up to responsibility of sleeping over at the premises to serve our customers during curfew hours
A BCP Event was held by VIS Director with the attendance of Vodafone Egypt's CEO and HR Director recognizing VIS Patriots who contributed to great achievements to the business. "At VIS we are proud to Lead and Live the Vodafone Way as Usual even if the day is Unusual



Leadership team's Vodafone Way Workshop
VIS Leadership Team Lives The Vodafone Way in a unique experience through a three days workshop with an organizational aim supporting them to become the most admired leaders Living and Leading The Vodafone Way in every aspect of their VIS life



Vodafone Ireland Launches it's First Fixed Care Services Call Center from Cairo
Vodafone International Services / Vodafone Ireland launched it's first Fixed Care Services Call Center achieving Green Score Card in the first Month of operations with 90+% Service Level in the first week, Quality passed with 96% ; 50% of which was Customer Obsession. The AHT (Average Handling Time) is 100% compliant with the KPI's



VIS Launches it's New "Business Intelligence & Research" Unit
Technology Services
Meeting IT challenges with world class expertise, innovation and dedication that best delivers secure and reliable award winning ITO services to our customers
Application Development & Maintenance
Get the most out of technology with innovative from individual to end-to-end services designed to keep your business agile, efficient and fast on the
road-to-market


1. Business Analysis & Project Management
    (Technology Consultancy)
2. Software Design & Architecture
3. Software Development, Customization &
     Integration
4. Application Maintenance & Enhancement
5. Enterprise Mobility Solutions


Outsourcing Product Development
Scalable and highly flexible testing solutions for everything from a single app to your entire IT system, combining the best of your in-house capability with our expertise

1. Functional Testing
2. Performance Testing
3. Security Testing
4. Operational Testing
5. Hosting Services
6. Data Products Support
7. Operations Support


Infrastructure Managed Services
Data centre and infrastructure solutions for secure, sustainable and responsive IT Service Desk and incident management

1. Monitoring
2. Technical Service Desk
3. Incident Management
4. Service Enablement Process
Mobile Virtual Network Operator(MVNO)
Complete hosted end-to-end solutions including accurate real time billing & bespoke customer services, VIS provides everything an MVNO needs to succeed

1. Services Portfolio
    (Voice, Data, Billing, CRM Services…)

2. Retail Portfolio
    (Ethnic, Retailers, Corporate Segments…)
Enterprise Products
Designed to improve insight, mitigate risk and inform smarter investment with managed analytics, these products make a valuable impact on decision making with real business intelligence
Business Intelligence
All the data you need for your business decisions, easily accessible and available across multiple platforms

Executive Dashboard
  1. Web-Based
  2. Mobilization

Enterprise Mobility
Enable your mobile workforce with feature rich tablet and mobile apps that allow full empowerment anywhere they go

1. Mobile Workforce Enablement
2. Interactive Product Catalogue
3. Sales Force Smart Toolkit
4. Government Mobile Services
Commercial
Improve the service customers receive when connecting with your business

Value Added Services
 1. SMS Alerting System
 2. Customer Loyalty Digitized Voucher System
 3. Call centre Smart Call Back
 4. Intelligent Campaigns

Operational Efficiency
 1. Call centre Advanced Queue Management
 2. Ticket Tale
Business Support Services
A suite of support services designed to govern, enhance and optimize the every day running and performance of your business
Quality Assurance
A built-in, real-time quality management platform identifying opportunities for progressive quality development to improve and grow customer experience

Business Process Improvement
The seamless integration of theory with best practice to create continuous process improvement, designed to optimize performance and align business operations with business goals
Learning & Development
Certified trainers & instructors dedicated to strengthen people performance at all levels through on-going training programs tailored to your needs and designed to help you stay on top of your game
Reporting & Insights
A comprehensive set of tools & services that unearth the hidden value in information by transforming data into actionable insights - leading to improved compliance, effective governance & smarter business decisions
Projects & Operations Support
Certified project managers work to optimize the running and smooth delivery of customer projects through technical assistance and workforce management - ensuring optimal productivity & speedy go-to-market
Brand
This Year, VIS as an entity is mainly driven from one of the main pillars of "Vodafone Egypt 1+2 Strategy" through Unlocking/Extracting Higher Value to our Vodafone and global partners by developing new profitable Products & Services and implementing "The Vodafone Way" internally amongst our teams and externally with our customers.
The Vodafone Way
Vodafone Egypt 1+2 Strategy
People
BCP Event
Big Bang Events – Qatar
Big Bang Events – Technology
Recognition Events
Christmas Experience
Strategy Event

Customer
Ivo Bekkers The Principal Manager Service Assurance (IT Services | Service Assurance), stated during the most critical days in the Egypt's Political Situation:

"Me and my team had not received any complain on the performance of the GSD. To investigate this I asked my quality team to do a deep dive on the assignment times of incidents. The result was even better than I was expecting. It's clearly viable that the GSD has performed even better under these situations and this a fantastic job. It's clear that they are very dedicated and motivated. Me and my team and the local management team have been in a lot of contact during the entire period and made sure the BCP scenario was ready and tested on 25th June"




Growth
A Word from Sherif VIS Director

I would like to share with you the 2nd Edition to our quarterly based newsletter, VIS Voice.

VIS this quarter celebrates the achievement of almost 75% of it's aspirational target and the creation of 1100 more jobs reaching to 3700 employees and growing closer towards the 515 ambition to reach 5000 employees by 2015.
VIS Launches It's 1st Visa Application Center Office
VIS Manages Vodafone Germany's Mobile Self-Services (Mein Vodafone)
VIS Technology Launches the Global Service Desk – Network Services
VIS Technology launches the New Mediation Service
Omantel Partners with VIS in Leading Their Retail and Customer Care stuff Training
VIS Got recertified on ISO 27001 Information Security Management Standards
VIS Technology Develops Kotobi's Mobile App for Vodafone Egypt
VIS Annual Strategy Event Celebration
BCP Recognition Event
Leadership team's Vodafone Way Workshop
Vodafone Ireland Launches it's First Fixed Care Services Call Center from Cairo
VIS Launches it's New "Business Intelligence & Research" Unit
5000 Professionals by 2015
Growing our talented, certified and customer
focused workforce
BCP Event

 

Big Bang Events

Qatar

Big Bang Events

Technology

Recognition Events

Christmas Experience

Strategy Event

 

Value Creation and Customer Satisfaction is VIS's Promise

10 Years Success Video

Partnering for Success

Customer Care Growth

Technology Growth