Dubai, UAE, Feb 27, 2023 - In the UAE, it is not just the private firms that are working to enhance customer experience, but the government, too, is heavily invested in providing improved experiences to end users, which is very refreshing, said Sachin Bhatia, Chief Growth Officer, Exotel, in a chat with Khaleej Times.
Exotel is an Indian IT firm providing cloud-based customer engagement services to enterprises. While it has been in the UAE for a few years, providing IT solutions to various companies including Dubai Taxi, Ikea, Damac, Al Ansari Exchange, and others, in February, the firm launched its full stack customer engagement platform in the UAE, integrating all major verticals of customer engagement, which essentially includes SMS, voice, Whatsapp APIs, Omnichannel contact centre, and Conversational AI, under one roof.
"We are an early mover in this category, providing enterprises with the technology that captures a customer’s journey across various touch points.The availability of data on an integrated platform can help companies raise the bar for customer engagement and experience by several notches. While we have been providing our services to various clients in the UAE through singular verticals for a few years, we are excited about the launch of a full stack option that offers a whole gamut of services under one roof. This can change customers’ journeys forever," said Bhatia. Customer engagement is the means by which a company creates a relationship with its consumer base and fosters brand loyalty and awareness. Customer engagement solutions is a burgeoning industry with the global market size estimated to be over $19 billion in 2022, as per industry report by Allied Market Research. The global industry is projected to grow at a CAGR of 10.2 per cent in the next few years to reach $48.4 billion by 2031. Of the $19 billion, emerging markets in the Middle East and Southeast Asia command a market share of about $4 billion. It aims to clock $10 million revenue in this market in 12-18 months. Exotel will be investing more than $2 billion in the UAE over the next few years and employing a team of less than 10 in sales and customer service.
"The UAE is very progressive in terms of ease of doing business. It is is highly focused on the customer experience, and businesses here give it top priority to provide the most smooth and integrated customer journey possible. For CPaaS enterprises, the trend of traditional businesses moving their processes from on-premise to the cloud and the demand for a unified and dependable solution present promising growth opportunities. We are also building a local team that would help us expand to nearby markets. The idea is to get to North Africa, Saudi Arabia and some of the other adjoining markets: Qatar, Bahrain, and Kuwait. Our services are for both digital natives as well as traditional companies that care for customer experience, a great tool," said Bhatia.
Launched in 2011, Exotel has come a long way in its journey. "The last 18 months especially have been phenomenal in terms of transformation. We raised about $100 million of capital, merged with a contact centre company called Ameyo, acquired a conversational AI company, and changed the direction of the company from Cloud communications to customer engagement."
Talking about prospective end users of this technology, Bhatia explained, "Digital natives are usually the early adopters for us in India as well as the UAE. However, there is a subtle difference between the two countries. The companies in the UAE actually strive to stand out in their experience. And these are not just the digital natives, but also traditional firms such as Damac, because what they are selling is essentially experience. We see a lot of acceptance on serious investment and not just lip service on customer experience in the UAE."
Exotel offers its services to clients based in 60+ countries, and full-stack options in the UAE and Indonesia. Its cloud-based product suite can drive 70 million conversations every day for more than 6,000 businesses in India, Southeast Asia, the Middle East, and Africa. "Our customers do not have to worry about building or maintaining infrastructure. All they have to do is open their browser and start working. We take care of the rest. There are massive savings in terms of costs for businesses. So much about our daily lives is being changed by digital technologies that speed up or improve how a service is delivered to us and this service by Exotel is yet another step to refine our experience."
Exotel has teamed with Etisalat for telephony lines and communication servers in the UAE. The company has its central cloud servers in Singapore and Mumbai, India.
"The UAE is extremely sensitive to data privacy and we will be adhering to the local regulations here. We handle about 70 million interactions a day on our platform, of which 21 million are calls. We are an engineering-first company with a majority of our investments being poured into engineering talent. We build our own products, which is our biggest strength," Bhatia added.
Posted by Veronica Silva Cusi, news correspondent
Exotel is a cloud telephony service provider for small and medium enterprises in India. It provides virtual phone numbers and telephony applications to businesses.
Published: Thursday, March 2, 2023
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.
Our spectrum of outsourcing services in the various disciplines includes creatives, technical support, and information technology. The non-core side of outsourcing that we offer starts with giving you the ability to hire local talent or a team who will comprise your own back-office support, marketing, sales, and even call center support. Right now, we have a growing number of clients from the United States and Australia.
Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to
Keep calm and keep working remotely.
We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:
Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
|5.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Collaborationroom.AI is an Agent Engagement, Productivity, Compliance and Training Solution that enables your supervisor to manage their teams just like they did in a brick-and-mortar facility. This patent pending technology, enables Supervisor to Collaborate with their team in real time while ensuring same level of Compliance they did when they were in a brick-and-mortar
Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.
Easy setup and usage, request a quote or schedule a live demo today!
|14.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
|16.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
|17.)||Virtual Express Inc|
Virtual Express Inc.
Virtual Express Inc. is a modern provider of virtual assistants that deliver business-impacting services: we are a company made up of manually selected, expertly trained and highly-knowledgeable virtual assistant professionals dedicated to helping companies and realtors in their administrative tasks. Our unique service model helps clients generate more leads, increase overall traffic and sales, as well as improve communication through our team of experts.
*Inside Sales Associate
*Virtual Executive Assistant
*Social Media Manager
*CRM Data Manager
*Lead Generation Specialist