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Raya CX Exclusive Success Snapshot | Powering One of Egypt’s Largest Fintech Ecosystems

At Raya CX, we are proud to operate one of the largest and fastest-scaling fintech support hubs in the region, delivered seamlessly from our Egypt operations.

This project stands as a benchmark in how we empower digital financial platforms to scale securely, efficiently, and with superior customer experience.

Over the years, we transformed this operation from 10 FTEs to 450+ fully trained CX and technical support experts, managing mission-critical services that millions rely on every day.

Value We Manage

24/7 customer & transaction support

App & platform technical troubleshooting

Merchant support for payment gateways & POS

Fraud detection & reporting

Refunds, disputes & account security management

Bill payments & digital services support

The Impact We Achieved

Our Egypt team continues to exceed every operational benchmark:

Outperformed 88% CSAT vs 85% target
AHT reduction to 280 sec (vs 350 sec target)
Fraud reporting dropped from 19% → 5%
Call hold time reduced by 50%+
24% increase in chat resolution rates
18% growth in onboarding conversion
NPS: 8/10 & CSS: 4/5

This is what next-generation fintech customer experience looks like — secure, seamless, intelligent, and highly scalable.

Why This Matters for UAE & KSA?

Banks, digital wallets, and fintech across GCC are accelerating real-time payments, fraud prevention, and digital onboarding.

To support the ever-demanding market, Raya CX brings in:

1

Proven expertise running high-volume fintech ecosystems

2

Scalable multilingual GCC-ready operations

3

Deep experience in fraud handling, IPN-based payments, and secure digital journeys

4

CX + tech + analytics under one unified delivery model

Ready to elevate your fintech CX operations?

If you’re a bank or fintech in the UAE or KSA looking to scale securely while delivering exceptional customer experience — Raya CX is your partner for high-performance, compliant, and intelligent operations.

Connect with us to explore how we can support your growth.

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