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About Raya Contact Center

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Overview
Services

Overview

RAYA provides next-generation customer support on behalf of clients across verticals. Our end-to-end customer experience journey is supported by the latest technology and the most skilled and passionate people. RAYA has been the most preferred partner of customer service, technical support, and global services for fortune 1000 companies across North America, Europe, the Middle East, and Africa since 2001. Delivering from the most competitive and highly skilled labor markets, RAYA provides an array of integrated business process outsourcing solutions supported by robust strategies, continuous improvement, and innovation.

Mission

Focus on the client and end-user satisfaction Competent and motivated people Deployment of state-of-the-art technology Industry best practices Cost-effective operations Maximize shareholder value Streamlined processes & continuous improvement of the quality management system

Vision

To be the partner of choice for organizations that strive to create unfailing brand loyalty

Strategy

Become a distinctive Multi-regional & Multilingual BPO player within EMEA Build a sustainable leadership position as a "Champion" in the GCC region Extend leadership by becoming a "Challenger" in the European market Aspire to pursue a "Global Challenger" path

History

2001

Raya Contact Center was established with an initial capacity of 200 seats

2006

Raya acquired a 25% stake in The Call Center Company (“C3”), in order to benefit from C3’s international client base The Company moved its operations into a new building, increasing its total capacity to 800 seats

2007

Raya increased its C3 stake to 85%

2008

Raya launched a new 700 seats call center facility in Abasseya district Increased its ownership in C3 to 100%

2009

Established strategic alliances with International Tier 1 service providers from India & the US

2010

Launched a new building in Maadi CIT Park with a total potential capacity of 750 seats

2011

Acquisition of a major regional key account in the ME telecom sector

2012

Signed hosting agreements with major regional and global organizations

2013

Expanded into a new building in Maadi CIT Park with an additional capacity of 800 seats

2015

Launched its 1st regional onshore delivery center in the GCC “Dubai Outsource City” Raya Contact Center became a listed company on the Egyptian Stock Exchange

2016

Launched its 1st European onshore delivery center in Warsaw, Poland Signed strategic partnership agreement with a major European Airlines Carrier for the EMEA markets support out of Cairo

2017

The IPO of Raya Contact Center

2018

Doubled Dubai operations and capacities to reach c.300seats. Opened a new c.450 seat facility in West Cairo’s Palm Strip, a hip sub-urban community mall. Expanded capacities in Egypt, by adding more than 1,000 additional seats.

2019

Raya Contact Center announces incorporating a new mega facility in west Cairo’s Smart Village business park with a total potential capacity of 1500+ seats

CAPACITY EVOLUTION

Service Evolution

Chat Bot
Omni Channel
Digital analytics
Social Media
HR Services
Hosting Services
Training/Consulting
Payroll Processing
Supply Chain Mgmt
Finance/Accounting
Data Mgmt
Account Mgmt
Campaign Mgmt.
Lead Mgmt
Account Profiling
Service Recovery
Tele-collection
Inbound Sales
Technical Support
Telemarketing
Customer Service
2020
Omni Channel
Digital analytics
Social Media
HR Services
Hosting Services
Training/Consulting
Payroll Processing
Supply Chain Mgmt
Finance/Accounting
Data Mgmt
Account Mgmt
Campaign Mgmt.
Lead Mgmt
Account Profiling
Service Recovery
Tele-collection
Inbound Sales
Technical Support
Telemarketing
Customer Service
2019
Social Media
HR Services
Hosting Services
Training/Consulting
Payroll Processing
Supply Chain Mgmt
Finance/Accounting
Data Mgmt
Account Mgmt
Campaign Mgmt.
Lead Mgmt
Account Profiling
Service Recovery
Tele-collection
Inbound Sales
Technical Support
Telemarketing
Customer Service
2018
HR Services
Hosting Services
Training/Consulting
Payroll Processing
Supply Chain Mgmt
Finance/Accounting
Data Mgmt
Account Mgmt
Campaign Mgmt.
Lead Mgmt
Account Profiling
Service Recovery
Tele-collection
Inbound Sales
Technical Support
Telemarketing
Customer Service
2014
HR Services
Hosting Services
Training/Consulting
Payroll Processing
Supply Chain Mgmt
Finance/Accounting
Data Mgmt
Account Mgmt
Campaign Mgmt.
Lead Mgmt
Account Profiling
Tele-collection
Inbound Sales
Technical Support
Telemarketing
Customer Service
2009
HR Services
Hosting Services
Account Mgmt
Campaign Mgmt.
Lead Mgmt
Account Profiling
Tele-collection
Inbound Sales
Technical Support
Telemarketing
Customer Service
2008
HR Services
Account Mgmt
Campaign Mgmt.
Lead Mgmt
Account Profiling
Inbound Sales
Technical Support
Telemarketing
Customer Service
2005
Inbound Sales
Technical Support
Telemarketing
Customer Service
2003
Technical Support
Telemarketing
Customer Service
2001
Customer Experience
Inside sales
Back office
Center of Excellence
Digital

Services

Customer Experience Management

  • Customer Experience Support
  • Inbound Sales
  • Technical Support
  • Service Recovery Solutions
  • Debt Collection
  • Inside Sales

Back Office Services

  • Data management
  • Supply Chain Management (SCM)
  • Payroll Processing

Center of Excellence

  • HR Outsourcing Solutions
  • Call Center Hosting
  • Consultancy Services

Digital Services

  • Social Media Solutions
  • Omni-channel solution
  • Video/Web Chat
  • Email/Web Form
  • Automation and AI

INDUSTRIES SERVED

Media & Communication

Technology & Consumer Electronics

Banking & Insurance

Automotive

Retail

White Goods

Health Care

Fast Food

Travel

E-Commerce

Government & Public Service

Real Estate

25+ LANGUAGES

United Kingdom
Russia
Netherlands
Portugal
Turkey
Poland
France
Sweden
denmark
greece
bulgaria
Germany
Egypt
Czech republic
Ukraine
Norway
Spain
Finland
Hungary
Slovakia
Serbia
Italy
slovenia

Share Price

6.51

EGP / Share

High 6.72
Low 6.50
Open 6.66
Close 6.60
Last Trade 6.51

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