The UAE is extremely customer-experience driven: Sachin Bhatia, Exotel

Exotel, a leading full-stack customer engagement platform, announced that it is expanding its service in the UAE. The organization aims to provide businesses with advanced communication tools to improve customer engagement. The move is part of Exotel’s efforts to strengthen its presence in the Middle East and North Africa region, as well as increase the number of digital-native companies as part of its Emirati client base. Sachin Bhatia, co-founder and CGO, Exotel recently spoke to Dataquest about the company’s plan for the UAE market.

DQ: What are the areas of opportunities that you witness in the UAE market?

Sachin Bhatia: The UAE’s increasingly diversified economy presents a major opportunity for Exotel to establish itself as the country’s leading enterprise communications platform. Through expanding our full-suite of customer engagement services across mediums in the market, we’ll be able to offer businesses an immersive view of the customer journey, making Exotel the Middle East’ largest and most advanced full-stack customer communication platform. As part of our Emirati client base, we are looking to target more digital native businesses; however, we have seen an uptick in adoption of cloud infrastructure by traditional industries as well. In the UAE, we see a good mix of digital natives and industries like real estate and retail driving our growth in the country. 

DQ: Tell us about the partnerships that you have in place to expand into the market? 

Sachin Bhatia: We have set up a local entity and have partnered with the UAE’s top local telecom operators, du and Etisalat, to establish local cloud infrastructure to offer virtual telephony services.  We will deploy a team for business operations, which will be supported by the company’s dedicated teams from India.

DQ: Are you looking to hire talent as part of your growth plans?

Sachin Bhatia: Exotel is fully committed to the UAE and looking to expand our local presence in the region. We already have a local team and as a part of the business goals, we are going to be investing in customer success and local delivery and support. 

DQ: What would your GTM be in the UAE market?

Sachin Bhatia: Businesses in the UAE currently do not have a full-stack partner for meeting all of their customer engagement needs. The market has also largely been underserved in terms of flexibility, functionality and reliability. The UAE is extremely customer-experience driven, where enterprises make it a key priority to offer the most seamless and integrated customer journey. Demand for a unified and reliable solution, along with the trend of traditional businesses shifting their processes from on-premise to the cloud, offers good growth prospects for CPaaS companies. 

Our GTM for the UAE will be a mix of direct-driven and partner-driven sales with support directly from Exotel. We are committed to providing our clients a 360 overview of the customer journey, and we understand that each business has unique needs and requirements. That's why we offer flexible pricing options and highly customisable scalable solutions.