Call Center Companies UAE

Call Center Software Solution in the UAE

Get the best call center software solution in the United Arab Emirates with KrispCall. Make the most of cutting-edge communication technology to handle every call efficiently and effectively.

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Call Center Software Solution in the UAE

Get Virtual Phone Numbers To Set up a Call Center in the UAE

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How to Set up Call Center Software in the UAE?

It is easy to set up your call center software with KrispCall, eliminating the need for a lengthy setup process. Simply follow the following steps to get started.

  1. Sign up with a KrispCall Account
  2. Acquire a virtual phone number and submit the necessary documents.
  3. Add and welcome agents to your setup.
  4. Allocate the virtual numbers to your agents.
  5. Start making and receiving calls.
How to Set up Call Center Software for Small Business
UAE Overview

Call Center Industry in the UAE – An Overview

UAE’s call center outsourcing industry is among the fastest-growing businesses in the world, employing more than 250,000 people. As early as 1979, Abu Dhabi Bank established the country’s first call center. Since then, call centers have been providing various services, such as outbound and inbound call centers, contact management software, and IT support.

As per the Market Data Forecast reports, the center industry is set to exhibit a CAGR of 25.4% in the UAE, including other countries in the Middle East, between 2019 and 2024. Due to a booming economy and increased digitalization throughout the world, internet services have become more popular. New call centers were set up and offered services as a result.

For foreign investors who want to start call centers in the UAE, the UAE offers low taxes, low labor costs, and fewer regulations. Not to mention, call center agents in the UAE are fluent in multiple languages and possess a wide range of skills. The advanced telecommunications infrastructure also helped develop call centers in this country. Cloud computing, artificial intelligence, and data analytics will likely shape the industry’s future in the coming years.

Benefits of Hiring a Call Center company in the UAE

Look at the benefits of hiring a call center in the UAE.

Cost Advantage: UAE labor costs are lower than those in most countries. The UAE government provides tax breaks and waives equipment import duties to companies that outsource their call center operations.
Educated and skilled employees: The UAE is home to a large number of English-speaking, skilled, and experienced employees.
High level of security:Choosing a UAE call center will reduce your risk of security breaches and other incidents. The UAE has strict privacy laws and regulations that ensure the security of your customers' information.
A high standard of infrastructure:UAE call centers use the latest technology and communication equipment that makes seamless operation in call centers.
Benefits

Top 12 Call Center CompaniesUAE Best for Business Process Outsourcing

With US local virtual numbers, you can interact virtually with the local market and local customers in US to reach your business goals.

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CRM Middle East

With 20+ years of experience in the field, CRM Middle East has covered significant locations in 65 countries and the MENA region. Call center service & solutions, Relationship management, and catering to luxury sectors are their core services. They claim to be a boutique CRM agency with 95% customer problem resolution and 98% of calls answered in 10 seconds or less.

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Cupola Teleservices

Established around 25 years ago in 1999, Cupola Group MEA is one of the UAE's first and biggest outsourced call center businesses. Middle East and Africa's call center outsources across all communication channels, including social media. The company offers various services like call centers, consulting, training, data management, and document preparation.

Contactopia FZE logo

Contactopia FZE

Contactopia FZE is Dubai's most reliable call center company specializing in call center operation services like inbound and outbound call handling, appointment setting, sales, and technical support. They help online businesses of all sizes succeed. In addition to telemarketing and lead generation services, the company provides third-party assessments. Contactopia FZE was founded in 2004, and its revenue in 2023 is $12.8 million.

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Integres

A technology consultancy and call center company, Integres is rated for providing inbound and outbound communication services for the Middle East and UAE. It was established in 2017. Their dedicated approach to IT management means addressing problems before they become alarming. Their revenue is expected to reach $1.4 billion by 2023.

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City Services Consultancy

City Services Consultancy is a call center service firm that leads in providing customer contact management solutions, offers customer care, facilitates call center core, and manages contact solutions. Midmarket and enterprise clients trust its compliance and security advisory services. It was founded in 2006 and has generated a massive revenue of $174.9 Million.

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SA Marketing

SA-marketing, the call center company founded in 2006, provides services such as digital marketing, SEO benefits, quality generation, and inbound customer service. They help their clients increase revenue through quality lead generation inbound and outbound call handling. Their revenue is estimated to be $5 Million.

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Jacobsons Direct

Jacobsons Direct, one of the UAE's first call center outsourcing companies, offers a data-driven marketing approach. Offers features like omnichannel communication, tailored outreach, and leads telemarketing campaigns. They improve marketing performance, increase profits, and boost ROI in Middle Eastern countries. Providing direct marketing and social media services, they have over 30 years of expertise, reaching over $22.1 million in revenue.

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Salesmena

SalesMENA was founded in 2011 and provides outsourced sales, regional representation, consultancy, and distributor call center services for 200 advertising firms. Company revenues of $5.7 million also come mainly from Middle Eastern clients, especially in Saudi Arabia, Qatar, Oman, Kuwait, and others, contributing to MENA's economic growth. It offers services like Appointment setting, CRM integration, lead generation & outbound campaigns.

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Spusht Technologies

Spusht Technologies is a call center provider that provides top-notch IT solutions across almost all verticals, including enterprise and small businesses. DellEMC, and Parallels, are some of the company's partners. The company provides call center services like Call Recording and Analysis, Predictive dialing, Blended agent management, and Workforce optimization.

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ContactCenter International

It offers contact center services like omnichannel contact service, lead generation, technical support, and telemarketing. With over ten years of experience providing tailored, efficient, and innovative solutions to businesses worldwide, they continue to provide the best services to businesses in a competitive environment.

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O Square Communications Hub

Square Communications Hub is an inbound and outbound call center service provider with an enhanced virtual receptionist in UAE to deliver seamless communication for businesses. Their dedicated team provides companies with a valuable resource to enhance customer experiences and drive operational excellence. It generated a revenue of $1 million last year.

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Oncall Call Center Services

Oncall Call Center Services, founded in 2003, is a call center company that offers customer experience management, back office services, and digital services. It provides services like Real-time call analytics, active call monitoring, and a customizable admin dashboard. Outsourcing and call center services are provided to high-growth sectors such as technology and insurance.

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Working with a Call Center Company in Dubai (UAE): Best Practices

Clearly define objectives and expectations: Your goals should be made very clear to the BPO Call Center Company. Be precise about the service level, ticket response times, and effectiveness of service delivery that you require.
Establish Key Performance Indicators(KPIs): Set specific KPIs depending on your business needs and make sure they fit with your objectives. Examples include First Contact Resolution (FCR), Average Speed of Answer (ASA), Average Handle Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
Monitor performance: Constantly monitor and assess the performance of the call center. You can make sure the business delivers what you expect by doing this.
Communicate regularly: If you want to make sure that you are receiving the services you require, it is essential to interact often with your BPO call center provider. You will be able to learn further about how well your agents are performing throughout this process, report any issues, and change your requirements as necessary.
Be flexible: Being flexible and willing to adapt to changes is necessary in the BPO call center industry. Regulations, customer expectations, and technological changes are all included in this category.
Provide your own Feedback and Recognition: Give authentic feedback to agents and provide reviews on their performance. Boost agents to strive for excellence and recognize exceptional achievements.
Why Choose KrispCall

Why Choose KrispCall for Call Center Software in UAE?

Cost-effective pricing: Whether you are a small business or a large corporation, KrispCall offers affordable pricing plans to fit their requirements.
Modern features: To improve call center operations, KrispCall offers advanced features like call transfer, number sharing, IVR & Unified Callbox.
Seamless Integration: KrispCall allows seamless integration with popular business tools and CRM software, so nothing is lost or disrupted.
Round-the-clock Customer support: KirspCall provides 24/7 technical assistance to its clients to ease their technical difficulties.
Strong Track record: KrispCall has been providing dependable call center software and excellent customer service since its operation.

Best Call Center Software Providers in UAE (Dubai)

1. KrispCall

KrispCall is one of the best cloud-based call centers in the UAE. It serves in more than 100+ countries and is used by more than 1000 businesses across the World. It provides many features, with affordable pricing plans for all types of business sizes.

krispCall

One of the best features offered by KrispCall is Interactive Voice Response (IVR). IVR facilitates businesses to create customizable menus that direct customers to the right department or agent. It helps to reduce the wait times and improve customer satisfaction.

KrispCall offers innovative features like CRM Integration, Unified Callbox, IVR, Shared Number, Global Calling, Power Dialer, and 24/7 customer service. These awesome features help your business with effective and secure communication.

2. Ameyo

Amesyo is another provider of call center software in the UAE that offers an omnichannel engagement suite to ensure seamless communication across multiple channels. Through web chat, SMS, or voice calls, you can communicate with others.

ameyo

Ameyo’s customer engagement solution also boosts operational efficiency by increasing sales, service, and collections. An analytics and reporting tool can help call centers deliver a better customer experience and increase efficiency.

3. Twilio

With Twilio, you can incorporate a range of business process solutions into your call center to solve a range of problems and add value to your business. With Twilio, you get an incredible level of service without having to worry about anything.

twili customerAI

The software provided by Twilio can help small businesses increase their online presence. Any company can use this software because it can easily be integrated into other programs. Twilio excels as a customer support platform thanks to its flexible, comprehensive, and versatile features.

4. Five9

A Five9 call center software solution provides high-quality customer service through effective communication and problem-solving. As part of the program, the focus is on ensuring client satisfaction, empowerment of agents, and business agility.

five9 intelligent cx platform

By combining Collaboration Intelligence with practical Artificial Intelligence, workforce optimization in the cloud contact centers can maximize workforce optimization to the maximum extent.

5. Zendesk Talk

In Zendesk, you can manage all its features from one place. It integrates with your online customer experience, enabling you to receive and make calls both online and over the phone. They enable effortless adaptation to evolving needs, while their robust analytics provide valuable insight.

Zendesk’s analytics will help you monitor your phone support performance. The Zendesk Talk platform offers a wide range of features, including IVR, call routing, high data security, call recording, voicemail, and reporting, which safeguard customer data.

6. RingCentral

The RingCentral solution helps businesses manage incoming customer calls. It includes a variety of features designed specifically for call centers, including automatic call distribution, interactive voice response (IVR), call routing, recording, and real-time reporting.

ringcentral dashboard

Besides skills-based routing and queuing, RingCentral’s call center software also includes CRM integration, which can help businesses improve customer satisfaction and improve customer service. Companies that want to streamline their call center operations will benefit from RingCentral’s call center software.

7. Nextiva

A call center software provider, Nextiva, offers customer support teams as well. The platform has a scalable phone system, enabling effortless adaptation to evolving needs, while its robust analytics provide valuable insight.

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Using Nextiva’s seamless integration of voice, video, and messaging capabilities, support agents can provide clients with personalized assistance, strengthening customer relationships. Small and medium-sized businesses can easily set it up.

8. Dialpad

The Dialpad software offers real-time customer insights powered by AI and includes features such as multi-channel engagement, sentiment analysis, live agent coaching, and real-time call transcriptions. Adding or removing agents from your dial pad account is easy.

dialpad

Using it you can integrate with popular CRM tools like Salesforce, G Suite, Office 365, Zendesk, and Hubspot that are available on a single platform. You can also access it on your mobile device, so you can stay connected wherever you are.

9. GoToConnect

With GoToConnect, call centers can place calls anywhere they have an Internet connection. It uses Voice over Internet Protocol (VoIP) technology. The most significant benefit of GoToConnect is that it improves communication and collaboration.

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Toll-free numbers, easy porting, and unlimited extensions are among the benefits of GoToConnect. Additionally, the service offers a dial plan editor, a scheduler for call routing, and analytics to monitor your daily activities.

10. 3CX

The 3CX VoIP call center software is an excellent tool for managing multimedia communications including audio and video calls, business SMS, and live chats. It supports dynamic call queues and interactive voice response.

3cx

You can easily manage your call center through the platform and ensure your customers have a positive experience. Various call center features are included in the call center application, such as click-to-call, call pops, and call journals.

Frequently Asked Questions

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The cost to set up a call center in the UAE (Dubai) usually ranges between $50 to $80.  Depending on its size, the infrastructure required, and the marketing platforms, the cost varies. Nonetheless, KrispCall is one of the least expensive call center software providers, which just costs you $15 per user per month.

To start a call center business in the UAE (Dubai), follow these steps:

  • Take the time to research: Be familiar with the UAE’s call center industry, including its scope, legal requirements, budget, etc.
  • Make a business plan: Using the information you have gathered about the local market, create a business plan about the services you will offer, your target clients, and your budget.
  • Business registration: Next, you must register your business with the government and acquire the required permits.
  • Organize the office: Set up an office space where your agents will work and choose the best location for your call center.
  • Invest in required equipment and tools: You have to purchase the necessary tools and software for managing calls and overall call center operations. 
  • Training and hiring agents: Ensure agents have the necessary skills and experience. Undertake customer service training if necessary.

The benefits of call center outsourcing in the UAE are:

  • Higher Profitability: A cost-effective call center can maintain higher profitability by improving efficiency, and reducing costs.
  • Expert Quality: Hire highly qualified professionals to manage your Call Center Operations.
  • Upgrading Modularly: Limit your Call Center in Dubai expenditures to meet current needs while scaling up as your organization grows.
  • Better Customer Experience: Create better customer interaction for businesses while enhancing satisfaction by call center outsourcing.

A UAE inbound call center must adhere to a number of requirements, including:

  • Skilled and trained agents: Agents with good communication skills, problem-solving skills, and customer service skills.
  • Call Center Software: Useful for managing incoming and outgoing calls, tracking customer interactions, and creating reports.
  • Phone System: Phone system with features like call routing, IVR, call queuing, auto attendant, etc.
  • Infrastructure: Secure a suitable office premise and equip it with hardware components like a computer, phone, headset, etc. 
  • Marketing plan: Create a marketing plan to attract both national and international clients in Dubai.

Here are the following things to look for when choosing the best call center company for your business.

  • Linguistic Skills: Look for a call center with Arabic-speaking representatives that targets Arab customers in the UAE.
  • Understanding Cultures: Due to its diversity and rich culture, the UAE is a multicultural country. You should choose a company that understands and provides culturally sensitive customer service.
  • Customer support: Find out how well the company handles customer queries & complaints.
  • Legal Compliance: UAE call centers are subject to strict regulations. It is important that you choose an agency familiar with these regulations.
  • Technology: Select a call center in the UAE with the best technology to handle calls efficiently. Choose a company that can scale with your business.

You need to outsource your outbound call center to the UAE (Dubai) because of the following reasons:

  • Compared to the highly developed nations, the labor cost in the UAE is lower.
  • Agents in UAE have a wide range of experience and skills.
  • The English proficiency level of call center agents in UAE is high.
  • Its strategic location between Europe, Asia, and Africa makes it an ideal location for call centers.
  • The UAE has the latest infrastructure and technology, when it comes to call centers.