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Saudi CX Cloud

A Local CXaaS Cloud Solution for
Highly Regulated customers

For regulated customers seeking the benefits of cloud services, yet keeping a close eye on compliance.

IST is pleased to offer a fully managed CCaaS cloud- agnostic solution – hosted inside Saudi Arabia.

Saudi CX Cloud is a local private multicloud SaaS omnichannel contact center solution – providing a best-fit approach to any highly regulated organization. It delivers a high-quality customer care solution, along with automatic continuous innovations and upgrades, while simultaneously optimizing operational costs & minimizing IT expenditures. Saudi CX Cloud is based on a future-driven approach of cloud-first decision making, 100% readiness, and a high level of availability combined with maximum uptime as well as growth and expansion of CX channels.

IST is the only Genesys partner in Saudi Arabia with a locally regulated private cloud solution that is able to step in to solve the key enterprise dilemma of cloud
migration limitation. Now, there will be no further cloud limitations in the Kingdom. As it’s hosted on the Oracle (OCI) datacenter within the KSA, it thereby fulfils all security & compliance requirements for the country.

Contact IST – Your Trusted Genesys Partner

FEATURES
Digital:

Omnichannel experiences across channels using a single routing engine

Customer_attraction
Inbound:

Intelligent call routing and blended queue.

local Saudi Arabia CXaaS Cloud Solution
Outbound:

Compliant proactive communication using voice and digital channels

Workforce Optimization:

From recording to scheduling & forecasting to engage your employees

Artificial Intelligence (AI):

Voicebots, chatbots, and AI-powered routing

Self-Services & Automation:

Personalized and automated interactions across channels

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Analytics & Reporting:

Extensive suite of customizable reports and dashboards

Open Platform:

Customize out-of-the-box functionality and integrate with third-party products

local Saudi Arabia CXaaS Cloud Solution
CFM & CJO Integration:

Extend Feedback Mechanism with IST HIVE Solution. Get Customer Journey Orchestration via Alterian Integration

Saudi CX Cloud

Saudi CX Cloud is a local KSA-built omni-channel cloud contact center designed, implemented, and managed by IST in collaboration with top tier vendors in the market to provide a complete contact center as a service solution.

On-premises

Ease of deployment

Flexibility to customize

Choice of technologies

Level of control

Private cloud

Ease of deployment

Flexibility to customize

Choice of technologies

Level of control

Public cloud

Ease of deployment

Flexibility to customize

Choice of technologies

Level of control

WHAT IS XCLOUD AND HOW IS IT BUILT?
Saudi CX Cloud by IST provides a combination of best of breed technologies:

01

GENESYS:

Saudi CX Cloud powered by Genesys Multicloud – Private edition. Saudi CX Cloud is designed to enable businesses to handle their voice, digital, and social channels. Each component or function on the Genesys platform can also act as standalone microservices. These include Inbound & Outbound Voice, Callback, LiveChat, Messaging, Social Media Messaging, and Email.

02

VERINT:

The WFO from Verint provides robust workforce optimization in order to maintain full control over the quality and level of service offered by employees. It provides ways to optimize, control, and enhance overall service through features such as Voice & Screen Reporting, Quality Management, and Workforce Management.

03

RED HAT OPENSHIFT:

Features a robust and scalable architecture enabling rapid and large-scale application development, deployment, and management.

04

ORACLE CLOUD INFRASTRUCTURE (OCI):

Provides the required infrastructure for deploying the required resources for containers deployment.

Omni Channel CX Platform

WFO Suite

Container Orchestration

Hyperscaler

Saudi CX

local Saudi Arabia CXaaS Cloud Solution
local Saudi Arabia CXaaS Cloud Solution
Microservices with cloud-agnostic capabilities
local Saudi Arabia CXaaS Cloud Solution
Revolutionized software development
local Saudi Arabia CXaaS Cloud Solution
Faster & improved product CI/CD build
local Saudi Arabia CXaaS Cloud Solution
Enhanced scalability and resilience
BENEFITS
local Saudi Arabia CXaaS Cloud Solution

NATIVE CLOUD:

Kubernetes Platform, cloud-based application, no infrastructure required, and no operation.
local Saudi Arabia CXaaS Cloud Solution

COMPLIES WITH REGULATIONS:

No more cloud limitations in the Kingdom. Meets security regulations and keeps data inside the country.
local Saudi Arabia CXaaS Cloud Solution

DATA SEGREGATION:

Shared resources without sacrificing security.
local Saudi Arabia CXaaS Cloud Solution

RICH FEATURE SET:

Enterprise-grade features and capabilities. New Features are added automatically.
local Saudi Arabia CXaaS Cloud Solution

COST EFFICIENT:

Most price-efficient option available. No cost for contact center upgrades.
local Saudi Arabia CXaaS Cloud Solution

HIGH AVAILABILITY & REACH:

Multiple availability zones and geo-diverse regions increase broad availability of the platform.
local Saudi Arabia CXaaS Cloud Solution

DYNAMIC AUTOSCALING:

Provides availability to scale automatically.
local Saudi Arabia CXaaS Cloud Solution

AUTOMATED DEPLOYMENT:

Offers consistent provisioning and configuration and enables faster-go-to-market solution with readily available SaaS cloud.
local Saudi Arabia CXaaS Cloud Solution

AI SOLUTIONS:

Chat/Voice bots. CIVR and many other AI solutions.
In summary, Saudi CX Cloud is a local KSA-built omni-channel cloud contact center that is designed, implemented, and managed by IST in collaboration with top tier vendors in the market. It’s a comprehensive contact center-as-a-service solution, enabling you to move to the cloud within an average timeframe of four to six weeks. It maintains compliance with all regulations through local data residency and allows full flexibility to allow you to choose your services and application. With little or no need for upgrades, hassles is kept to a minimum and you’ll be able to expand and serve all your customer needs on the spot no matter how big your numbers get.

ABOUT IST

Established in 2002, IST is the largest Systems Integrator dedicated to Customer Experience in the Middle East, with offices in Saudi Arabia, Egypt, Turkey, UAE, Bahrain and the United King-dom
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