‘Expanding its Digital Services is a Top Priority’: RCX Reveals its Strategy for 2022

‘Expanding its Digital Services is a Top Priority’: RCX Reveals its Strategy for 2022

 Complementing Raya Customer Experience (RCX)’s achievements and growing leadership in the outsourcing industry locally and internationally, Ahmed Refky, the CEO of RCX – a subsidiary of Raya Holding for Financial Investments – has announced its three-year strategy. He noted the company will primarily focus on expanding its digital services. He also 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 and opened new branches in Saudi Arabia, the United Arab Emirates, and Bahrain, with a value of $12.2 million, 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 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.