+1 
RAYA CX held a press conference this week to celebrate 2021’s milestones and unveil its 2022 strategy. The main strategic goal was pushing through with its directional change and digital transformation. With expansion plans into new regions and the growth of its digital suite of services, RCX is on the right track towards achieving its objectives.
Just like Facebook’s rebranding and new name Meta, RCC’s transformation to RCX has been buzzworthy in the BPO industry. When asked about RCX’s readiness for the Metaverse, Head of Marketing, Mina Habib stated: “yes, it’s not about readiness, but the decision to be there. We are where our clients are, and if it’s in the Metaverse or wherever, we’re there to support the 100%.”
The decision to expand digitally and offer a more comprehensive digital suite of services is the company’s primary focus. Ahmed Refky, the CEO of RCX, stated that 2021 was a milestone in RCX’s history and portfolio. The key pillars of RCX’s strategy for the near future are three. Firstly, to strengthen the current customer portfolio through improving performance and further increasing customer satisfaction, which is in line with changing the company name from Raya Contact Center to Raya Customer Experience, Refky said.
“The second pillar is to develop the digital infrastructure to better serve the digital transformation and expand digital services besides voice. The company has already gone a long way in this regard, which was reflected on the operational statistics, as RCX’s services provided during 2021 were divided into digital services (42%) and voice services (58%) – compared to 90% as voice services, and 10% as digital services in 2020. The company seeks to provide an integrated portfolio of services that includes voice, non-voice, and social media services. The third pillar of the strategy focuses on acquisition efforts and geographic expansion,” he added “2021 is a milestone in the history of RCX, given the achievements it witnessed. RCX has expanded into new leading markets by opening a premise in the US – which has 35% of the global outsourcing market – under the name Raya Customer Experience -LLC in Delaware. It also acquired GULF CX with a value of $12.2 million, and opened new branches in Saudi Arabia, the United Arab Emirates, and Bahrain, as a step towards transforming from a regional company to a leading global company,” Refky added.
Also in 2021, RCX launched its business accelerator “Raya FutureTECH”, which provides start-ups in various industries with innovative and advanced technology solutions in order to enhance their customer experience.
In addition, RCX has been listed in the Everest Group’s assessment, crowning its role as one of the leading outsourcing companies in Europe, Africa, and the Middle East – it was the only Egyptian company included in that assessment.
This year, RCX was also listed among the top 100 global outsourcing companies in the IAOP rankings. Meanwhile, it has won the gold award for CX in Times of Crisis and the silver award for CX Team of the Year in the most competitive Gulf Customer Experience Awards (GCXA.21).
In addition, RCX won five other awards from Contact Center World to celebrate the efficiency of its cadres. These included the gold award for Best Operations Manager, silver award for Best Quality Controller, and Best Work Team award – granted to only four participating companies among hundreds of entries taking part in the competition. RCX also won two awards for customer service management and the best remote work system.
Raya Customer Experience (RCX) has over 7000 employees, and it provides its services in over 25 languages, serving over 140 global companies. RCX’s operations cover the Middle East, Europe, Africa, and North America. It operates in eight centers across Egypt, two centers in Dubai, one center in Saudi Arabia, one in Bahrain, and another in Poland to serve the European and the US markets.
About RAYA CX
RAYA CX provides next-generation customer support on behalf of clients across many verticals. RAYA CX has been the customer experience partner and global services provider for Fortune 500 companies in North America, Europe, the Middle East, and Africa since 2001. Delivering from the most competitive and highly skilled labor markets, RAYA CX provides an array of integrated business process outsourcing solutions supported by robust strategies, continuous improvement, and innovation.