AI-driven communication is revolutionizing customer engagement — Unifonic CEO Ahmed Hamdan
With the Kingdom's Vision 2030 accelerating technological advancements, Unifonic has established itself as a dominant player in the SaaS industry.
In this interview, Ahmed Hamdan, Co-founder & CEO of Unifonic, discusses the current SaaS market dynamics, the future of AI-powered engagement, and Unifonic's latest innovations.
Q: Saudi Arabia's Vision 2030 is significantly driving digital transformation. How would you describe the current SaaS market dynamics in this region, and what role does Unifonic play in this ecosystem?
A: The market for Software as a Service (SaaS) in the Middle East and North Africa (MENA) is expanding significantly due to the increased adoption of new-generation digital models. Saudi Arabia's Vision 2030 is driving digital transformation across various sectors, with AI playing a central role in fostering innovation. This focus on smart cities, e-governance, and cloud computing is accelerating the adoption of SaaS solutions across both public and private sectors, making it an exciting time for technology and entrepreneurship.
Saudi Arabia is heavily investing in cloud infrastructure and encouraging local companies to adopt SaaS platforms. The Saudi Cloud First Policy mandates government institutions to prioritize cloud-based solutions, creating a favorable environment for SaaS providers. Under the leadership of the Saudi Data and Artificial Intelligence Authority (SDAIA), the Kingdom is positioning itself as a global hub for AI and data-driven innovation. SDAIA's initiatives have accelerated the adoption of AI, cloud computing, and digital transformation in fintech, e-commerce, and smart payments.
Unifonic's AI-driven communication solutions support these efforts by enhancing engagement, security, and operational efficiency for businesses, aligning with Saudi Arabia's Vision 2030 goals. As a key player in Saudi Arabia's digital transformation, we directly support Vision 2030 by enhancing business efficiency, improving customer engagement, and fostering innovation.
With over 5,000 business customers, Unifonic enables over ten billion interactions in more than 190 countries annually. By leveraging our innovative technology and robust cloud infrastructure, we help businesses streamline operations and drive growth.
Q: In your view, will SaaS solutions become an indispensable tool for industries undergoing digital transformation?
A: SaaS solutions are already playing a crucial role in digital transformation, and their importance will only grow. With our commitment to innovation and customer-centricity, we witness firsthand how SaaS is revolutionizing industries by offering scalability, cost-effectiveness, and agility.
Embracing SaaS is a strategic imperative for businesses navigating the digital landscape. Customer expectations are constantly evolving, demanding seamless and personalized digital experiences. By leveraging SaaS solutions, industries can innovate faster, provide real-time engagement, and build stronger customer relationships, ensuring they remain competitive in a rapidly advancing digital world.
Q: What upcoming innovations is Unifonic introducing in AI-driven solutions to reshape the way brands engage with their customers?
A: We are transforming brand-customer interactions through our conversational AI automation solutions. Our customer engagement platform automates end-to-end, personalized, omnichannel customer journeys seamlessly.
The platform empowers businesses with innovative solutions such as multichannel campaigns, Chatbot, Agent Console, and Flow Studio, enabling them to connect with customers on their preferred channels. Unifonic Chatbot offers an always-on conversational experience for first-line support, combining automation with human interaction by allowing seamless handover to live agents when necessary.
Flow Studio, a no-code drag-and-drop visual designer, allows businesses to build personalized customer journeys effortlessly. Our 2FA service, Authenticate, enhances security by safeguarding customer identity and transactions. Additionally, we offer over 100+ native integrations with platforms such as HubSpot, NetSuite, Shopify, Microsoft Office, Mailchimp, Slack, and SAP.
At LEAP, Unifonic is showcasing Conversational Marketing capabilities, including targeted marketing campaigns, abandoned cart recovery, and direct engagement through WhatsApp. Our Customer Support solutions enhance customer satisfaction, send notifications, and provide multi-language support. As part of our commitment to customer experience, we also offer a complimentary Customer Experience (CX) Maturity Assessment, helping businesses refine their strategies for better performance.
Q: Can you comment on Sestek, Unifonic's acquired AI arm, and how the acquisition has impacted Unifonic's evolution in AI-powered conversational automation solutions?
A: The acquisition of Sestek has been instrumental in advancing Unifonic's AI-powered conversational automation solutions. Sestek's AI-driven technologies, including text-to-speech, speech recognition, natural language processing, and voice biometrics, have significantly enhanced our capabilities.
In today's multibillion-dollar Internet of Things (IoT) industry, AI is widely used for everything from industrial anomaly detection to speech-based user interfaces. With Sestek, Unifonic has positioned itself as a pioneering force in AI-powered conversational automation. We are committed to leading the AI revolution by continuously innovating and evolving our solutions to meet the dynamic needs of our clients and their customers.
Q: What does the LEAP event represent in terms of showcasing innovation and supporting the Kingdom's digital transformation goals?
A: LEAP represents a pivotal platform for showcasing Saudi Arabia's digital transformation and innovation efforts. As the Kingdom accelerates its Vision 2030 goals, there is a strong push to diversify the economy by focusing on emerging sectors like fintech, e-commerce, payments, and digital identity solutions. These sectors are crucial in building a technology-driven economy, with significant investments driving growth.
Unifonic has played a key role in this journey, delivering AI-driven communication solutions that empower businesses in fintech and e-commerce. Our services enhance customer engagement, security, and operational efficiency, aligning with Saudi Arabia's broader goals of fostering entrepreneurship and building a tech-driven economy.
Over the past few years, Saudi Arabia has cultivated a thriving ecosystem for tech startups and digital solutions, accelerating entrepreneurship and empowering a new generation of innovators. LEAP is more than just an exhibition; it is a platform for advancing key priorities such as fintech innovation, cybersecurity, e-commerce, and smart payments. The event champions inclusivity by driving foreign investment, empowering women in tech, and inspiring Saudi youth to shape the future of business and technology. LEAP has emerged as an essential platform for diversifying entrepreneurship and fostering innovation in emerging sectors across the region.
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