Moroccan-founded global outsourcing and customer relationship management company Intelcia has won the Silver trophy at the 2025 CX Awards in Paris, in the «AI for Customer Experience» category, for an innovative project developed with RED by SFR. Led by Intelcia's innovation hub, Evoluciona, the project combines generative AI, speech analytics, and on-the-ground expertise to automate fiber-optic sales verification and reduce costly errors. Deployed in just four weeks, the solution produced immediate and measurable results: nearly 1,000 additional monthly fiber sales for RED by SFR, a 15-point increase in connection rates, and a tenfold return on Intelcia's technology investment. Customer satisfaction also improved, along with advisor performance bonuses. "This project proves that AI can drive real performance when designed as a tool serving people," said Abed Laraqui Housseini, Client Director at Intelcia. The solution is now ready to scale across other sales operations, reinforcing Intelcia's ambition to combine technological innovation with operational excellence. The CX Awards, hosted annually by Relation Client Mag, honor the year's most impactful initiatives in customer experience, innovation, and the strategic use of AI.
