Navigating the Intersection of AI and Hybrid Workforce
Solex Plus Leaders on Strategies and Best Practices for Enabling Hybrid Workforce
Solex Plus is a customer experience, CX, and business process outsourcing provider, BPO, based in the Middle East. The company is utilizing technologies such as artificial intelligence, which is becoming increasingly important in the BPO industry. AI can automate repetitive tasks and improve operational efficiency, allowing BPO companies to focus on higher-value tasks that require human skills and expertise.
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"We use only AI-driven channel platforms to serve our customers," said Awais Ahmed, CTO, Solex Plus. "AI is not replacing our employees, it's supplementing them to deliver better customer experience."
"BPOs globally are now demanding a more flexible work environment that is beneficial for employees and for us to create more flexible workforce management processes," said Abdulrahman Ali Darbashy, country sales and BD, Solex Plus. Both Ahmed and Darbashy foresee the integration of multiple communication channels for the BPO industry by 2024.
In an exclusive interview with Information Security Media Group, they discuss:
- Increasing the productivity of the hybrid workforce using technology;
- Usage of robotic process automation and AI at Solex Plus;
- Solex Plus' cybersecurity posture.
Ahmed has more than 20 years of techno-managerial experience in IT solutions, security, presales, operations and project management in the IT industry across Nicosia Cyprus and Saudi Arabia.
Darbashy's expertise lies in CX management and implementation of new technical solutions in contact centers.
