Unifonic is an integral part of the business communications landscape in the MENA region, focused on driving digital transformation and facilitating business messaging across sectors. In an exclusive interview with VP of Marketing Roger Graham, we explore the company’s core principles, innovative solutions, and future-forward vision.
Can you tell us more about Unifonic's mission of empowering organizations to engage and communicate seamlessly with their customers?
We know that today’s customers are more demanding about how they engage with brands, how they discover new products and services, how they buy and how they are supported. Companies must understand which channels their customers are on and manage the flow of communications to minimize friction. By using AI and automation, we make sure that customers feel connected throughout the lifecycle. Effective omnichannel interaction is vital to great customer experiences, and most companies are catching on to the fact that their customers not only appreciate it but expect it.
What is unique about Unifonic’s product line, and how do you engage with existing and potential customers throughout the Middle East region?
Unifonic has been around for quite some time now, and we've really scaled up our growth over the past few years. We’ve retained companies like noon, Aramex, and Tabby as clients, amongst many others it's fantastic that we've been able to expand while maintaining their trust.
Our clients want to provide exceptional CX and they need technology to support them on that journey. The more channels that come online, whether it's WhatsApp for Meta, the evolution of SMS, and other channels like voice and email, our clients need the right solutions to automate their communication flow and streamline their conversations. By providing one platform for every conversation, we empower clients to generate better results.
Can you define the business strategies being deployed by Unifonic and how these drive profitable growth both now and in the future?
We're one of the leading CPaaS players in MENA, offering customer engagement solutions, and our focus is making sure that we take care of our clients across the region.
At the end of the day, we're committed to growing with our customers. As they expand their own customer base, we’ll be there to support them every step of the way. Our main goal is to provide technology, software, and cloud solutions that will transform digital interaction, and at the same time, deliver new opportunities for companies to communicate with their customers across channels. As brands forge better connections, they're going to see positive results in terms of ROI and operational efficiency. That is how we've been so successful over the years.
We are in an era where omnichannel communication is a must. How do you see this evolving in the coming years, and what will Unifonic’s contribution be in this journey, especially now in the Middle East region where everything is going digital?
As we've seen, many Middle Eastern countries are implementing a digital strategy and vision, such as the Saudi Vision 2030, and there's a huge investment to really make sure that companies and countries evolve during the coming decades by providing an experience-centric approach in every sector. We have become part of the fabric of society in these countries because we empower seamless omnichannel communication at every level.
Our priority is to keep developing cutting-edge technologies that meet the market need. We're a local player; we were born in the region, and we're very successful here. We plan to build on this success with clients across government, healthcare, e-commerce, logistics, and more.
We’re excited to see digital evolution progress over the years, with new technology like augmented reality coming on board, as well as AI. Technology is moving quickly, and we're staying ahead of the curve. We have fantastic partnerships with companies like Meta, to keep pace with change across channels so that we can share our technology and expertise with our customers.
