As the world marches rapidly towards digitization, RAYA Customer Experience (RAYA CX) not only copes with the ongoing trends, but manages to keep having add-ons to its provided digital capabilities and provided services. In addition, RAYA CX soughts to expand its activities and increase its market share in the Gulf region in general and Saudi Arabia in particular.
Reflecting the company’s technical and financial capabilities in the GCC region requires having an ambitious plan along with a solid expansion strategy. In his interview with ICT Business magazine in June 2021, Ahmed Refky, RAYA CX’s CEO, showed the tremendous leap that the company plays in Egypt’s mission towards achieving digital transformation.
Refky also shed light on RAYA CX’s statistics, reflecting on the progressive enhancement of digital services. It was stated that digital services make 42% of all the provided services, whereas voice services represent 58% this year, compared to 90% in the previous year with only 10% digital services.
Three Integral Parts of RCX’s Expansion Strategy
- First, to focus on improving brand loyalty for our partners and raising the level of satisfaction of existing clients and customers.
- Second, to develop digital infrastructure. RAYA CX provides an integrated portfolio of services that includes voice, non-voice, and customer support across multiple social media platforms.
- Third, to expand services through the acquisition of other companies worldwide.
RAYA CX’s Acquisition of Gulf CX
Giving emphasis to the last point, RAYA CX announced on 12th of July 2021 that it has acquired 85% of the shares of Gulf CX, the leading provider of BPO services in the Gulf, serving over 40 clients from various sectors in 10 countries around the world. The deal value amounted to $12.2 million, which came after the BoD of RAYA CX had made a purchase offer to acquire the majority stake in Gulf CX. It is noteworthy to mention that RAYA CX had previously disclosed submitting a binding offer to acquire a majority stake of a Gulf-based BPO company to expand its presence in the region and set foot in other regional markets.
Since its inception, Gulf CX has proven its excellence in providing high-quality outsourcing services. For this exact reason, RAYA CX chose the acquired company to support its operations in the largest markets in the region.
The signing ceremony took place in Sheraton Dubai Creek Hotel & Towers, where Ahmed Refky, CEO of RAYA CX, and Rami Sweis, Founder & CEO of Gulf CX gave speeches to celebrate the acquisition of the latter company, and the fruitful results it will bring to both parties and the GCC market.
To mark this grand signing ceremony, leading Egyptian and Gulf press released articles explaining how the acquisition is affecting both companies and the shape of the BPO industry in the Gulf region. In Egypt, the Egyptian Gazette, Al Mal News, and ICT Business magazine published press releases about the ceremony, and Gulf ones as well, like Emarat Al Youm, Al Bayan, Emaratyah, Al Ittihad, and Alkhaleej.