CX & CONTACT CENTERCustomer Experience & Contact Center Outsourcing
Our flagship service: fully managed, omnichannel contact center operations that cover the complete customer journey: acquisition and onboarding, activation, service and support, complaint resolution, retention and win-back, and loyalty and value growth. One customer, every channel, one record.
What's Included
Inbound customer care across voice, WhatsApp, email, live chat, social, SMS and bots.
Outbound sales, retention and win-back campaigns.
Omnichannel contact management on one unified agent desktop with a single customer record.
Bot & AI interactions: FAQ deflection with seamless human handoff.
CSAT measurement and continuous quality management.
How We Deliver
Delivered inshore under UAE governance, supported by our Egypt inshore center for scale and multilingual depth across 15+ languages. Integrated with your CRM (Salesforce, Zoho, Freshdesk) so every interaction connects to the systems you already run. Human-led service, amplified by operational AI at every touchpoint.
Technology Platform
Telecommunicate matches the right platform from our multi-vendor technology ecosystem to each client's requirements. Our omnichannel solutions include Genesys, Exotel, and Robodesk, supported by a broader partner network including Microsoft, Ziwo, Avaya, Salesforce, Freshdesk, Zoho, Aruba, and Novomind. We recommend the right platform for your scale and requirements in the discovery session.
Typical SLA Framework
SLA tables represent an illustrative framework. Final contracted SLAs are configured per engagement.
Service level
e.g. 80% of contacts answered within 20 seconds
Average speed of answer (ASA)
Managed to an agreed threshold per channel
First-contact resolution (FCR)
Tracked and targeted per program
Average handle time (AHT)
Managed within agreed bands
Customer satisfaction (CSAT)
Surveyed and targeted per engagement
Quality score
COPC-aligned QA scoring with calibration
Abandon rate
Held below an agreed ceiling
Onboarding Timeline
From contract signature to go-live typically runs 4 to 8 weeks, managed by a dedicated implementation team.
Discovery & scoping
Current-state mapping, integration scoping, solution architecture, SLA definition.
Build & configure
Platform configuration, IVR/flow scripting, CRM / system integration.
Content & training
Arabic & English content, agent training, quality certification before any live contact.
Parallel run & UAT
Parallel run, user-acceptance testing, SLA tuning, volume stress testing.
Go-live & hypercare
Full go-live, hypercare, daily performance review, first weekly SLA review.
Certifications
ISO 18295-1 (recently awarded: the contact-center management standard), ISO 27001, ISO 9001, and COPC.
Ready To Start?
Book A Discovery Call Or Request A Proposal Customized For Your Volumes.