Etihad Salam Telecom and Genesys Collaborate to Enhance Saudi Customer Experience

Etihad Salam Telecom Company has announced a strategic partnership with Genesys to revolutionise customer service across Saudi Arabia. This collaboration aims to integrate advanced technologies into Etihad Salam’s offerings, enhancing both customer interactions and operational efficiency.

The partnership focuses on implementing a comprehensive telecommunications solution that combines advanced Session Initiation Protocol trunk services with sophisticated call centre platforms. By leveraging artificial intelligence, automation, and cloud-based technologies, the initiative seeks to transform traditional customer service models, providing more personalised and efficient experiences.

Eng. Amjad Arab, Chief Wholesale and Partnerships Officer at Etihad Salam, highlighted the significance of this alliance: “Our mission is to provide robust, innovative solutions that support the rapid expansion of digital content and seamless technology experiences. Collaborating with Genesys allows us to offer enriched connectivity services and bring content closer to end-users, ultimately empowering businesses to thrive in an increasingly digital landscape.”

This development comes at a time when Saudi Arabia’s information and communication technology sector is experiencing substantial growth. Projections indicate that the sector will reach a valuation of USD 82.51 billion by 2030. The partnership between Etihad Salam and Genesys is poised to contribute significantly to this growth by introducing cutting-edge customer service solutions that align with the Kingdom’s digital transformation goals.

In addition to this collaboration, Etihad Salam has been actively engaging in other strategic partnerships to bolster the nation’s digital infrastructure. Recently, the company strengthened its alliance with center3, a subsidiary of the stc Group, to enhance network resilience and connectivity. This joint effort aims to deliver unparalleled digital infrastructure, benefiting businesses, cloud providers, and content creators alike.

Etihad Salam has partnered with ServiceNow to support the burgeoning small and medium-sized enterprise sector in Saudi Arabia. With the SME sector witnessing a 60% year-on-year growth and over 135,000 new registrations in the last quarter, this collaboration aims to provide tailored solutions that address the unique needs of these businesses. By combining Etihad Salam’s connectivity and managed services with ServiceNow’s expertise in automating administrative processes, the partnership seeks to facilitate agile business setups and operations.