Sunday, March 9, 2025 Newsletter.. Generative AI: The Cornerstone of Customer Service’s Future
Good morning dear followers.. A new issue and a new copy of the Ta3heed newsletter.. Today we discuss an important topic..We explore the opinions of executive leaders in the outsourcing industry on the Sunday, March 9, 2025 Newsletter.. Generative AI: The Cornerstone of Customer Service’s Future
The customer service industry is undergoing a radical transformation due to the increasing reliance on artificial intelligence (AI) solutions, particularly Generative AI.
This technology is being leveraged to enhance efficiency and improve customer experience.
Through intelligent chatbots and virtual assistants, companies can now provide swift and accurate responses, analyze customer sentiment, and deliver personalized solutions based on customer preferences and behavior.
This advancement not only reduces wait times and improves customer satisfaction but also helps in lowering operational costs and increasing productivity, making Generative AI the cornerstone of the future of customer service.
In the following report, we discuss with company executives how Generative AI can support customer service businesses.
For more details here.
News & Reports
Statista: Egypt’s BPO Services Revenue to Reach $523.2 Million by End of 2025
A recent report by Statista projects that Egypt’s Business Process Outsourcing (BPO) market revenue will reach $523.2 million by the end of 2025, increasing to $779.3 million by 2029, with an annual growth rate of 10.5%.
The report also estimates that the average spending per employee in Egypt’s BPO sector will reach $15.58 in 2025.
In contrast, the United States is expected to generate the highest global BPO revenue, amounting to $152.8 billion in 2025.
For more details here.
Report: 30% – 40% of Call Center Employees Suffer from Eye Strain and Depression Symptoms
Customer service employees face significant stress, working in noisy environments with high customer expectations to always deliver top-quality service.
They also undergo continuous performance evaluations by executives, increasing their risk of depression and burnout.
According to a report published by Talkdesk, 30% to 40% of call center employees experience eye strain, vision impairment, light sensitivity, headaches, depression symptoms, and other health issues.
For more details here.
ison xperiences Provides Customer Service for B-Tech
Amani Rabee, Chief Development Officer at ison xperiences, stated that the company has entered into a contract with B-Tech to provide customer service for them.
Specializing in customer experience management (XC), ison xperiences plans to expand its presence in the Egyptian market over the next three years.
Currently, the company operates from four locations in Egypt and aims to add a new branch in the Maadi Technology Park in the near future.
For more details here.
Interviews
Customer Service Head: “e& Egypt Conducts Regular Reviews & Analyzes Customer Sentiments to Deliver an Exceptional Experience”
Sherif Attia, CEO of the Customer Service Sector at e& Egypt, revealed that the company adopts an advanced customer service strategy based on regular reviews and sentiment analysis to enhance customer satisfaction and ensure an exceptional experience at all times.
In an interview with “Ta3heed” newsletter, Attia emphasized that e& Egypt prioritizes team development and the integration of advanced technologies such as AI-powered chatbots, predictive analytics, and omnichannel support to provide fast, accurate, and seamless customer service.
Notably, Attia also serves as the CEO of e& CX, a subsidiary of e& Egypt.
For more details here.
Profile
Khaled Al-Amrawi: An Alexandrian Reaching Global Success Leading Octopus Outsourcing
Dr. Khaled Al-Amrawi is the founder and CEO of Octopus Outsourcing, a company established in 2020 that provides cross-border outsourcing (offshoring) services.
The company operates from Alexandria, Egypt, with over 1,900 seats, offering multilingual services in Arabic, English, Italian, Spanish, and French.
Born in Alexandria in 1968, Al-Amrawi earned bachelor’s and master’s degrees in electrical and computer engineering from Alexandria University in 1991 and 1994, respectively.
For more details here.
Infographic
4 Egyptian Outsourcing Companies Featured in IAOP’s 2025 Ranking
Four Egyptian outsourcing companies have been recognized among the Top 100 Global Outsourcing Companies for 2025, according to the International Association of Outsourcing Professionals (IAOP).
The list includes Centro, founded in 2010, which operates in Egypt, Saudi Arabia, the USA, the UAE (Dubai), and the Philippines. Also featured is Octopus Outsourcing, which provides cross-border offshoring services in Arabic, English, French, Italian, German, and Spanish.
Additionally, Raya Contact Center (RAYA CX) made the list, offering services through 8,500+ seats across Egypt, Poland, Saudi Arabia, Bahrain, the UAE, and the USA.
For more details here
Jobs
Unlock New Horizons: Diverse Call Center Careers in Egypt Await You
Several local and international companies in Egypt are now offering call center vacancies with competitive salaries and opportunities to work in multiple languages, including Arabic, English, and Spanish. This initiative opens up fresh career paths for job seekers.
These roles are ideal for recent graduates and university students, as they do not require specific academic qualifications but instead focus on strong communication and interpersonal skills.
Additionally, those fluent in foreign languages such as German and French are offered higher salaries.
For more details here
