COUNTRY FOCUS : KUWAIT
advanced services to customers , and actively participate in initiatives that support the Kuwaiti government ’ s efforts as part of its digital transformation
Kuwait ’ s telecommunication services includes five operational Internet Service Providers and many sub-ISPs and authorised providers covering the country . In recent years , there has been a trend of vertical integration with various telecom companies , acquiring Internet Service Providers , to provide bundled mobile and Internet services to both business and consumer clients .
The telecom industry in Kuwait boasts a high level of mobile accessibility , widespread Wi-Fi availability , efficient fibre optic cabling , seamless satelliteconnectivity , and an advanced network that offers Internet , intranet services . Additionally , the country benefits from a fully functional and well-equipped base station , ensuring robust network optimisation and service quality nationwide .
The country has been among the early adopters of the 5G network . The adoption of 5G technology has been vital to achieving the country ’ s vision of 2035 , as has the earmarking of human and financial resources to create a broader and deeper IT ecosystem . As of January 2023 , Kuwait ranked seventh globally in Ookla ’ s Speedtest Global Index for mobile performance , with a 109.93 Mbps median speed .
However , because Kuwait needs more skilled workers to handle advanced IT and communication technology , the government will have to rely on outside sources to compensate for the skills gap . This is likely to slow the growth of the market in Kuwait .
Digital transformation
CITRA now serves as the primary administrative entity , tasked with regulating the sector ’ s four segments : telecommunications , operators and fair competition , IT , and administrative and financial affairs . It also safeguards user and service-provider interests , and regulates telecommunications network services .
CITRA in Kuwait is responsible for overseeing the ICT sector and monitoring and protecting the interests of users and service providers in the country while ensuring fair competition .
The Kuwaiti telecommunications market is dominated by three players : Kuwait-listed Zain ; Ooredoo Kuwait , which has its group headquarters in Qatar ; and stc , a subsidiary of Saudi Telecom Company . These companies invest significantly in infrastructure and technology to offer
Early in 2024 , Kuwait Telecommunications Company , one of the top telecom operators in Kuwait , has announced successful transformation of its customer support operations , resulting in an unprecedented 400 % reduction in customer response time . The telecom company could bring in this major transformation with the seamless integration and deployment of the IT Service Management solution from enterprise IT management company , ManageEngine .
With the significant influx of customer support requests , and with manual IT operations , Kuwait Telecommunications company was struggling to address customer concerns . The company recognised the need for a cutting-edge solution to expedite response time and enhance operational efficiency . Implementation of ManageEngine ’ s ITSM solution has proven to be instrumental in achieving a fivefold increase
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