Egypt’s leading customer service firm targets global growth

Founded in 2001, Xceed is Egypt’s premier multilingual business process outsourcing and shared services company

Xceed partners with national, governmental, and international clients like Microsoft, Cisco, Oracle and Ericsson to provide a wide array of contact center and shared services, placing an emphasis on adopting the latest technology to deliver a superior customer experience. “Cutting-edge performance in such a dynamic sector is crucial; innovation is an essential factor in our success,” explains CEO Wael Moustapha.

Operating across industries, Xceed serves clients in ten languages across four continents, including the provision of customer services for its parent company, Telecom Egypt. With nine sites located across Egypt, Morocco and Mauritius, the company is well established in Africa, a platform that leaves it ideally placed to expand into markets in the Middle East, Europe and the US. “We are currently studying opportunities for the right moment of entry,” says Moustapha. “We aim to take Xceed from local to global.”

At the core of the business is its workforce, whose members undergo rigorous training before taking their first call. In a fiercely competitive industry, Xceed prides itself on retaining the best talent by offering dedicated career progression, an attractive company culture, and even language courses to help staff broaden their skills base. The company’s innovative business continuity strategy ensured a smooth transition to work-from-home setups during the pandemic and beyond, and an emphasis is placed on trust, openness and loyalty, empowering employees take ownership of delivering an exceptional customer experience at all times.

Committed to supporting Egypt’s commitments under the UN Sustainable Development Goals, Xceed’s ESG strategy focuses on socio-economic impact, particularly improving living standards. The Xceed Impact Sourcing Initiative targeted job creation for rural and underdeveloped communities in Upper Egypt, while a three-year CSR project, in conjunction with Microsoft, provided free technological training. “We managed to change the lives of many students and people with special needs,” says Moustapha, “many of them were later provided with jobs here at Xceed .”

“Cutting-edge performance in such a dynamic sector is crucial; innovation is an essential factor” WAEL MOUSTAPHA, CEO OF XCEED