RAYA CX: Driving global customer experience excellence

RAYA CX: Driving global customer experience excellence is profiled by BTW Media because published evidence links it to internet infrastructure, governance, operational dependencies, or market visibility.

• Established in 2001, RAYA CX has evolved from a regional Middle Eastern leader into a premier global provider of business process management and customer experience solutions.
• RAYA CX’s commitment to community engagement is exemplified by the opening of a new 300-seat facility in Hurghada, providing multilingual support and employment opportunities primarily to local residents and a diverse workforce.

RAYA CX prioritises a data-driven approach, fostering a customer-centric culture that has sustained long-term partnerships with clients, some of whom have remained loyal for over 15 years. Operating from 14 advanced facilities across four continents and eight cities, the company ensures global reach and local expertise. The accolades speak volumes about the organisation’s commitment to excellence; RAYA CX has been recognised in Everest Group’s EMEA CXM PEAK Matrix and listed among IAOP’s Global 100 outsourcing companies. These achievements highlight the company’s leadership in quality, digital capabilities, and people empowerment.

Celebrate, engage, and learn: The pillars of a collaborative culture

Inspired by the concept of a cell – a symbol of unity and interconnectedness – RAYA CX’s internal ethos is encapsulated in the CEL initiative (Celebrate, Engage, and Learn). This framework aims to unite all team members through collaboration, growth, and inclusivity, reinforcing the belief that employees are the greatest asset. By investing in staff development, the organisation ensures that success trickles down to every level, enhancing client satisfaction and fostering a thriving work environment. The values and customer-focused culture are the bedrock upon which RAYA CX builds its global teams, promoting collective growth and shared success.

Enhancing employment in Hurghada: A hub for multilingual talent

RAYA CX’s dedication to community engagement motivated the opening of a new facility in Hurghada, aimed at enhancing local employment prospects. The site boasts a capacity of over 300 seats, offering multilingual support in languages such as English, Arabic, Spanish, Ukrainian, Russian, and Polish. As part of RAYA CX’s impact sourcing efforts within the BPO sector, the company provides high-calibre, information-driven services to both domestic and international clients. The workforce at the Hurghada location predominantly comprises individuals aged between 24 and 30, with a gender distribution of 64 per cent male and 36 per cent female employees. Geographically, 60 per cent of the staff originate from Hurghada itself, while 25 per cent hail from Qena, Luxor, and other regions of Upper Egypt, and the remaining 15 per cent come from major urban centres such as Cairo and Alexandria.

About RAYA CX

Established in 2001 as Raya Contact Center, RAYA CX has evolved into a premier global provider of business process management and customer experience solutions. Initially starting as a regional leader in the Middle East, the organisation has since expanded its footprint into the Gulf, Europe, and North America, solidifying its status as a preferred partner for Fortune 500 companies. A pivotal moment in the company’s evolution came in 2020 with a comprehensive digital transformation, which not only broadened its digital service offerings but also marked a rebranding to RAYA Customer Experience. This transition underscored the commitment to delivering seamless customer experiences and driving business growth for clients.