With the rollout of its innovative PSTN integration service for DHL Express in three Middle Eastern countries – Kuwait, Qatar, and Jordan – Saudi-based Arkan Solutions has taken a significant step in delivering a comprehensive cloud-based communication solution to the region.
Streamlining DHL’s Regional Digital Transformation Initiative
Following Egypt’s initial rollout in 2024, this latest deployment solidifies DHL’s position as a trailblazer in adopting cloud-based solutions across the Middle East.
- Kuwait
- Qatar
- Jordan
These countries represent a crucial milestone in DHL’s regional digital transformation initiative, marking significant progress in the company’s efforts to implement a cloud-first contact center strategy across the region. The success of this rollout hinges on the partnership between Arkan Solutions, the leading Saudi-based provider of cloud communication services, and BT, a leading British Telecom, as DHL’s Genesys partner. Arkan’s Genesys Cloud Connect solution is a fully managed PSTN integration service that bridges local telecom infrastructure with the Genesys Cloud CX platform.
Technical Advantages of Arkan Genesys Cloud Connect
A key feature of this solution is the utilization of Arkan’s carrier-grade SBCaaS (Session Border Controller as a Service) and global telecom interconnections. These advantages enable seamless voice quality, high availability, and regulatory compliance across complex markets.
| Benefits | Features |
|---|---|
| Regulatory compliance | Session Border Controller as a Service |
| High availability | Global telecom interconnections |
| Premium voice quality | Carrier-grade infrastructure |
Furthermore, the agreement includes DHL’s commitment to implementing cloud-based communication solutions in all countries across the region. The deployment marks a major step forward in DHL’s regional digital transformation initiative
Additional key highlights of this successful deployment include:
- BT will continue to manage the global Genesys Cloud CX deployment, with Arkan providing PSTN integration and voice services tailored to each Middle Eastern market.
- The agreement encompasses most DHL Express countries in the region, with more go-lives scheduled for 2025.
- Ray Sharma, Industry Analyst and Editor at The Fast Mode, observed, “We are proud to expand our partnership with BT and DHL as three more countries go live.”
- As industry analysts note, the Middle East is a significant market for DHL, with ongoing digital transformation efforts expected to continue throughout the region.
The partnership between Arkan Solutions and DHL underscores the importance of leveraging cloud-based communication solutions to drive business growth and efficiency.
“We are proud to expand our partnership with BT and DHL as three more countries go live. Kuwait, Qatar, and Jordan represent a significant milestone in enabling DHL’s cloud-first contact center strategy across the region.” – Hussam Fawzy, Chairman of Arkan Solutions
In a rapidly evolving technology landscape, effective communication solutions play a vital role in ensuring business success. As the regional digital transformation initiative gains momentum, it is clear that the deployment of cloud-based communication solutions will continue to shape the future of contact centers in the Middle East. By providing a comprehensive cloud-based communication solution, Arkan Solutions has helped DHL achieve its goal of expanding its cloud-first contact center strategy across the region.
