Exotel, a leading provider of AI-powered customer engagement and experience solutions, has taken a monumental step forward in Saudi Arabia by launching the Kingdom’s first local cloud for Customer Experience (CX). This groundbreaking initiative, unveiled at Exotel’s flagship event, EngageX 2024, held in Riyadh, Saudi Arabia, signifies Exotel’s commitment to supporting Saudi Arabia’s digital transformation journey, aligning perfectly with the country’s Vision 2030 goals.
The newly introduced Ameyo by Exotel platform marks a pivotal moment for Saudi businesses. It empowers them to revolutionize how they manage customer communications by leveraging AI, cloud infrastructure, and local telephony. This innovative platform promises to enhance the speed, security, and scalability of customer interactions while ensuring compliance with Saudi Arabia’s rigorous data privacy regulations.
The EngageX 2024 event served as a landmark gathering, bringing together industry leaders, government officials, and business stakeholders from diverse sectors, including BFSI, retail, healthcare, eCommerce, hospitality, and BPO. Attendees gained valuable insights into the future of customer engagement and experience, with a particular focus on how AI and cloud solutions are poised to transform industries in Saudi Arabia.
The event featured a keynote address by a senior representative from the Saudi Arabian Ministry of Communications and Information Technology, who lauded the launch of Exotel’s local cloud for CX. The official emphasized how this development aligns with Saudi Arabia’s AI Vision 2030 goals, which prioritize digital growth and technological innovation across all sectors.
The introduction of Ameyo by Exotel represents a major milestone for customer engagement in Saudi Arabia. Businesses across various sectors can now leverage this AI-powered CX platform, seamlessly integrated with local telephony, to provide secure and efficient customer communication solutions. This will empower companies to scale their operations, personalize customer interactions, and enhance data security—all while adhering to the Kingdom’s stringent regulatory requirements.
Attendees at EngageX 2024 experienced firsthand the benefits of Exotel’s new cloud infrastructure and its potential to set new standards for customer communication. The event demonstrated how Exotel’s solutions would empower businesses to deliver personalized, relevant experiences at scale, paving the way for future innovation in customer service.
During a panel discussion, Awais Ahmed, a Digital Transformation Expert, highlighted the future of AI-driven customer engagement in Saudi Arabia. He emphasized the increasing importance of data privacy and cybersecurity as AI and technology continue to reshape the customer service landscape. “As AI and technology heavily rely on data collection, there’s growing concern about data privacy and cybersecurity. Customers are becoming increasingly aware of the need for their personal data to be protected, which can create trust issues,” Ahmed stated.
Ahmed acknowledged that Saudi Arabia’s focus on AI and digital transformation, supported by Vision 2030, creates significant opportunities for integrating technology in customer service. However, he also emphasized the challenges associated with digital infrastructure, talent acquisition, cultural adaptation, and privacy concerns, emphasizing that overcoming these hurdles would be crucial to enabling businesses to fully leverage the potential of AI to enhance customer satisfaction and cultivate long-term loyalty.
Exotel’s CEO and co-founder, Shivakumar Ganesan, expressed his enthusiasm about the company’s role in supporting Saudi Arabia’s Vision 2030. He underscored the importance of digital transformation in fostering economic growth and enhancing customer engagement. “The launch of Ameyo by Exotel in Saudi Arabia reflects our commitment to fostering digital transformation across the region. By providing locally hosted, AI-powered solutions, businesses can meet the evolving needs of their customers while adhering to the Kingdom’s regulatory requirements,” Ganesan stated.
The introduction of local cloud infrastructure for CX is expected to bring new levels of insights, automation, security, and scalability to customer interactions. This, in turn, will help companies streamline operations and improve customer experience while maintaining the highest standards of data security.
The launch of Exotel’s local cloud for CX has garnered praise from various industry leaders in Saudi Arabia. Krishnendu Paul, Senior Director of Operations & Business Strategy at SolexPLUS, expressed confidence in the platform’s impact on improving customer experience. “The integration of Exotel’s first local cloud for Customer Experience (CX), combined with local telephony and AI, will significantly enhance our customer experience. It will enable us to deliver faster, more personalized interactions while ensuring the highest standards of data security and scalability,” Paul said.
Sachin Bhatia, Co-founder and Chief Growth Officer at Exotel, elaborated on the broader implications of the launch for businesses in the Kingdom. He highlighted how the platform’s Generative AI capabilities would further advance customer engagement. “The introduction of this local cloud infrastructure with added Generative AI capabilities brings a new level of insights, automation, security, and scalability to customer interactions. We’re happy to be at the forefront of driving digital transformation in Saudi Arabia and look forward to empowering businesses and contact centers with the tools to grow securely and efficiently,” Bhatia added.
The launch of Exotel’s AI-powered local cloud for CX is poised to have far-reaching effects on customer engagement across industries in Saudi Arabia. By providing scalable, secure, and AI-driven solutions, Exotel is helping businesses navigate the complexities of digital transformation, meet customer expectations, and remain competitive in an increasingly digital economy. Aligned with Saudi Arabia’s Vision 2030, which aims to create a digitally advanced society, the integration of local cloud infrastructure and AI solutions by Exotel reflects a commitment to enhancing the customer experience while driving sustainable economic growth.
With key government support and enthusiastic responses from businesses, Exotel’s launch of Ameyo by Exotel marks a significant leap forward in the future of customer experience and engagement in Saudi Arabia.
