BRIDGING the gaps
Unifonic has gained significant traction in the regional market, having strengthened its offerings to deliver cutting-edge products that meet people’s changing needs.
What were the company’s main milestones in the last year?
Digital transformation and adoption have accelerated rapidly over the past few years. This new digital landscape provided Unifonic with opportunities to make a positive impact not only as a company but also in industry. Our platform enables our clients to create a seamless experience across various channels for their customers. Having evolved quickly as a brand, 2022 was the right time to develop a new identity for Unifonic, encapsulating our vision of creating real moments of connection between people and companies. We announced our rebranding during LEAP and continued to make an impact at other major technology events across the region. Developing cutting-edge products that meet people’s changing needs has always been key to our success. This year, we launched several new solutions, including Number Masking and Flow Studio. After developing it further and based on client feedback, Flow Studio now has native integrations with over 80 of the world’s leading sales, marketing, support, and operation platforms. Most recently, our Voice solution launched in the UAE, connecting teams and customers through turnkey voice experiences. Investing in opportunities that allow us to strengthen our offering, expand our influence, and deliver our growth objectives will always be part of our roadmap, and in October we announced our acquisition of Sestek. Sestek’s suite of AI-powered conversational solutions empower companies to deliver a superior customer experience, enhancing Unifonic’s product portfolio.
How do you differentiate yourself from other digital companies?
Building relationships with customers takes time, and while our B2B focus allows us to easily integrate with our clients’ ecosystems, it can still be difficult for clients to change. Our goal at Unifonic is to create great client experiences which result in increased customer engagement and more positive experiences. These same customer relationships allow us to monitor any pain points, which in turn help us to develop new products that solve the end customer’s real problems. Our approach in the local market is to be hyper-local, which also differentiates us from the international competition. We work across marketing, infrastructure, engineering, customer success, support, account, managers, and solution engineers. This ensures we truly understand how the products we develop enable our clients and their businesses to succeed and also creates a tight relationship where our solutions are heavily integrated with our client’s success.
What is the main reason behind Unifonic’s rebranding, and what do you expect to achieve from it?
We have ambitions to diversify the offering of our products and to tap into new areas that have a wider customer experience at its base. We are also looking into new markets beyond GCC and MENA, such as Africa and Asia. Our plan is to have an IPO in the next two to three years. The timing was right for us to refresh the brand; we are still Unifonic, but with a vision that reflects us as we are now. As a company we want to keep focusing on more consistent communication that is more aligned with the clients that we want to target.
What is your perspective regarding the advances needed in the digital infrastructure in the KSA?
We have workshops and discussions with many entities who focus on the digital ecosystem to evaluate how we can accelerate transformation. We are continuously working to become pioneers and ensure we have the right policies to accelerate investments, adopt new tech, and the right balance between innovation and complying with national security. More work can be done in these areas and in the private sector, especially regarding start-ups. One of the key initiatives within Vision 2030 is to triple the contribution in the sector, which is why we launched several initiatives in the last three years. In approximately eight years, we see a different economic structure where the knowledge base and digital base contribute much more to the GDP, and technology plays an integral role.