Bevatel

Cloud-based contact centre systems for Saudi companies are what Bevatel sells. It describes itself as one of the leading firms in the kingdom for developing call centres on advanced cloud platforms, and it says more than 15,000 companies rely on its communications services.

Numbers and the cloud call centre

The core product is a hosted call centre that lets a business take all of its calls in Saudi Arabia through one unified national number or an easy-to-remember toll-free number. Supervisors and managers can control the systems from a mobile phone, which the company lists among its selling points together with training and fast technical support. It states that it is licensed by the Saudi communications regulator.

Chat, messaging and the CRM

Bevatel Business Chat gathers customer conversations from social media and messaging channels into one window, so that no conversation is lost. It is built around the business messaging API for WhatsApp and also includes live chat and a chatbot. The company calls this the first conversation platform of its kind in the Gulf driven by artificial intelligence, which is its own description. The customer management system keeps client records in detailed databases and tracks a sale from first contact through the sales pipeline, with tools for managing contacts and for sales work.

Calling tools and equipment

Several smaller products support the call centre itself:

• An auto-dialler that calls customer lists automatically.
• An automated voice response service for handling callers' requests.
• Call evaluation tools that rate each call and the agent's performance afterwards.
• A softphone app for making and receiving calls on a mobile or a computer, which the company calls the first of its kind.
• Call centre hardware for taking and placing customer calls.

Consulting and direction

Beyond the products, Bevatel offers technical consulting, cloud services and work on digital infrastructure. Its stated aim is to be the leading provider of cloud contact centre solutions and customer service consulting across commercial sectors in Saudi Arabia and the wider Middle East, and it ties that mission to the kingdom's Vision 2030.

Bevatel builds cloud-hosted contact centres for companies that handle large volumes of customer calls and messages. It combines telephony, messaging and customer management tools in one platform, and adds technical consulting, digital infrastructure work and support.

Services

• Cloud call centre: a hosted contact centre system with unified national numbers and toll-free numbers.
• Business messaging: links customer messaging channels through a business messaging API, together with live chat and a chatbot.
• CRM: a system for managing customer relationships and sales.
• Auto-dialler and IVR: automatic calling of customer lists and automated voice response for callers.
• Call evaluation: tools to rate calls and agent performance after each call.
• Softphone and hardware: an app for making and taking calls on mobile or computer, plus call centre devices.

Who it serves

It serves businesses across commercial sectors that run sales and customer support teams, and aims to raise their service quality and productivity.

Key facts

• Licence: licensed by the national communications regulator
• Support: training, technical support and control of the systems from a mobile phone