Monday, September 9, 2024 Exotel, a leading provider of AI-powered customer engagement and experience solutions, took a monumental step forward in Saudi Arabia by launching the Kingdom’s first local cloud for Customer Experience (CX), integrated with local telephony and advanced AI technologies. This transformative initiative was unveiled at Exotel’s flagship event, EngageX 2024, held in Riyadh, Saudi Arabia. The launch signals Exotel’s commitment to supporting Saudi Arabia’s digital transformation journey, in alignment with the country’s Vision 2030 goals.
The newly introduced Ameyo by Exotel platform represents a pivotal moment for Saudi businesses, enabling them to revolutionize how they manage customer communications by leveraging AI, cloud infrastructure, and local telephony. This innovation 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 was a landmark gathering that brought together industry leaders, government officials, and business stakeholders from across sectors, including BFSI, retail, healthcare, eCommerce, hospitality, and BPO.
Attendees were given a glimpse into the future of customer engagement and experience, with a particular focus on how AI and cloud solutions are set 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 praised the launch of Exotel’s local cloud for CX. The official highlighted how this development aligns with Saudi Arabia’s AI Vision 2030 goals, which emphasize digital growth and technological innovation across all sectors.
The introduction of Ameyo by Exotel marks a major milestone for customer engagement in Saudi Arabia. Businesses across various sectors can now leverage this AI-powered CX platform, which integrates with local telephony to provide secure and efficient customer communication solutions. This will enable companies to scale their operations, personalize customer interactions, and enhance data security—all while adhering to the Kingdom’s 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. Awais Ahmed, a Digital Transformation Expert, was a prominent panel speaker at the event, where he discussed the future of AI-driven customer engagement in Saudi Arabia.
In his address, Ahmed emphasized the growing importance of data privacy and cybersecurity as AI and technology continue to reshape the customer service landscape. “As AI and technology rely heavily on data collection, there is a growing concern about data privacy and cybersecurity. Customers are increasingly aware of the need for their personal data to be protected, which can create trust issues,” Ahmed said.
“Saudi Arabia’s focus on AI and digital transformation, supported by Vision 2030, creates immense opportunities for integrating technology in customer service. However, the journey also involves challenges related to digital infrastructure, talent acquisition, cultural adaptation, and privacy concerns.” Ahmed highlighted that overcoming these challenges would be key to enabling businesses to harness the full potential of AI to enhance customer satisfaction and build long-term loyalty.
Exotel’s CEO and co-founder, Shivakumar Ganesan, expressed his excitement about the company’s role in supporting Saudi Arabia’s Vision 2030. He emphasized the importance of digital transformation in fostering economic growth and enhancing customer engagement. “The launch of Ameyo by Exotel in Saudi Arabia signifies 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 received praise from various industry leaders in Saudi Arabia. Krishnendu Paul , Senior Director of Operations & Business Strategy at SolexPLUS , expressed his confidence in the impact of the new platform 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 ,” said Paul. Meanwhile, Sachin Bhatia , Co-founder and Chief Growth Officer at Exotel, spoke 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 set 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.
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