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Silah

Silah Gulf leads the future of CX in the GCC, blending contact center excellence with digital innovation for government and enterprise clients.

Silah Gulf is a leading customer experience solutions provider in the GCC region, specializing in omnichannel contact center operations, business process outsourcing (BPO), and digital CX technologies. Headquartered in Saudi Arabia and Bahrain, Silah partners with major telecoms, banks, and government entities to deliver high-volume customer engagement with operational excellence.

  • Customer Experience
  • AI Chatbots
  • BPO Services
  • CustomCustomer Experience
  • WordPress
  • Workforce Optimization
Silah Customer Experience case study

Project Challenges

Legacy Systems in Public Sector

Clients needed modernization from outdated call systems to cloud-based or hybrid omnichannel platforms.

Agent Performance Gaps

Without real-time dashboards or smart scheduling, agent efficiency and CSAT were inconsistent.

Scalability for Large Clients

High-volume government and telecom clients required elastic infrastructure for peak-time contact handling.

Monolingual Web Presence

No Arabic site version despite operating in Saudi Arabia and Bahrain; excluded key audiences.

Overly Corporate & Vague Language

Website content didn’t clearly convey how their services differed from standard BPOs.

No Job Seeker Experience

Silah needed a recruitment engine for talent, but had no visible career page or filtering tools.

Customer Experience case study

Our Solutions

    • Bilingual Corporate Website Design – Delivered an Arabic/English web experience aligned with enterprise clients.
    • Omni-Channel Services Mapping – Built a structured content layout to clearly explain CX solutions.
    • Talent Recruitment Funnel – Integrated job listings and application forms for agent hiring.
    • Enterprise Lead Generation – Created case study downloads and contact flows for B2B deals.
    • Mobile & Compliance Optimization – Met accessibility and performance standards across devices.
    • Internal CMS Training – Provided documentation and CMS handover for in-house content updates.

Our Services

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Our Strategy

Customer Experience store implementation screenshot

Omnichannel Engagement

Replace siloed communication with unified platforms to manage voice, email, chat, and social seamlessly.

Smart Automation

Use AI bots and knowledge tools to deflect routine queries and empower customers with self-service.

Data-Driven Decision Making

Leverage WFO dashboards and customer sentiment analytics to improve KPIs and CX satisfaction.

Results

+40% Call Resolution Efficiency First-contact resolution (FCR) improved through omnichannel routing and AI support tools.

Scalable CX for Major Entities Deployed national-scale BPO solutions for telecoms and ministries across Saudi Arabia and Bahrain.

Optimized Workforce Productivity AI-assisted forecasting and scheduling tools improved agent performance by 25%.

CX Innovation Recognition Recognized across the GCC for excellence in customer experience outsourcing and technology enablement.

Ongoing Success

Silah has evolved into a key digital transformation enabler in the Gulf, helping both public and private sector organizations modernize customer experience through strategic outsourcing, secure infrastructure, and AI-led service innovation.

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Customer Experience case study
Customer Experience case study
Customer Experience case study
Customer Experience case study

Create digital reveneue streams that scale your business to new landscapes of efficiency, profitability and leadership

Initiate Digital Transformation
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