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Feras Ahmed , CEO , Silah Gulf

Cisco ’ s conversational IVR technology leverages natural language processing to capture intent and handle customer contact requests accurately – enabling a seamless , self-service experience for Silah ’ s clients . Via the Cisco-routed platform , Silah will enhance its customer experience platform , while being provided with the business intelligence required to continuously enable contact centre optimisation . The platform is expected to provide an exponential increase in productivity for Silah customers , while also simplifying management of the network .

As a result of the partnership with Cisco , Silah has now established the most advanced Customer Engagement Centre solution in the region . Silah ’ s digital experience capabilities have increased , by providing a multi-tenant contact centre solution and communications manager that can serve numerous customers under one infrastructure . Additionally , the centre enables integration with the most advanced Chatbot and VoiceBot solutions in the market .

Owing to the development of a digital workplace with a highly reliable voice channel , Silah has been able to successfully handle hundreds of thousands of calls across its client portfolio during the pandemic . The platform has the capacity to simultaneously support up to 2,000 concurrent contact centre agents and 3,000 concurrent calls .

Each of Silah ’ s customers will now be able to have their own tenancy as Cisco UCCE supports multi-tenants on application level under a single architecture , while ensuring that there is no interference between customers . To increase the value proposition of Silah ’ s customer experience capabilities , Cisco has provided a comprehensive suite of customer experience platforms for recording and automated quality management , in

Shukri Eid , Managing Director , Cisco Gulf Region addition to workforce management ( WFM ) and Bot solutions . In providing seamless services to customers via reliable solutions and support across channels , Cisco has ensured an enhanced customer experience , which in turn , has significantly enhanced and strengthened Silah ’ s offering in the market .

“ We knew we could trust Cisco , both as an innovator and a partner in our success , because of its commitment to developing the most advanced technology solutions to improve the customer experience ,” said Feras Ahmed , CEO of Silah Gulf . “ The partnership will enable us to build a network that will have a transformational impact for our customers in the GCC and help us in our goal of driving innovation to deliver complete , end-to-end customer experience solutions for our clients .”

“ For over a decade , Silah Gulf has empowered organisations across the region with the tools required to deliver quality customer experience . This next chapter in Silah ’ s journey indicates clear understanding of the importance of Digital Transformation and an on-going commitment to enhancing its client offerings . We are proud to have developed a single , intuitive contact centre framework for Silah , which will not only improve customer engagements , but also provide actionable insights to further aid enhancements and growth ,” said Shukri Eid , Managing Director , Cisco Gulf Region . •

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