Exclusive Interview with Ahmad Sidawi, General Manager of Genesys Saudi Arabia, by Gulf Tech News
Amid the rapid digital transformation taking place across the Middle East, particularly in Saudi Arabia, global companies are vying to strengthen their presence in this promising market. Among the leading players is Genesys, a pioneer in advanced technology and intelligent software solutions.
In an exclusive interview with Gulf Tech News, Ahmad Sidawi, General Manager of Genesys Saudi Arabia, sheds light on the role of the company’s new regional headquarters in Riyadh, its plans to support digital innovation, empower businesses in achieving digital transformation, and the advanced solutions it provides to enhance customer experiences in the Saudi market. Here are the key insights from our conversation:
Under Saudi Arabia’s Vision 2030, which focuses on economic diversification and digital transformation, Ahmad Sidawi emphasized Genesys’ pivotal role in achieving these goals. He explained that the company’s innovative solutions, including AI-powered tools and cloud technologies, are designed to holistically enhance both customer and employee experiences.
“We are committed to empowering Saudi businesses with cutting-edge digital channels and AI-driven tools to deliver seamless and rewarding customer experiences,” said Sidawi. “These solutions contribute to improved operational efficiency, increased sales, and greater satisfaction for both employees and customers.”
As a New Milestone in Riyadh, Sidawi highlighted that the establishment of the regional headquarters in Riyadh marks a significant milestone in Genesys’ journey in the Kingdom. The new office aims to provide integrated services to companies across various sectors.
He cited the success of Genesys in streamlining customer service operations for Almosafer, a prominent Saudi travel platform, using cloud solutions. This initiative not only enhanced customer experience but also improved employee efficiency. “This success is just the beginning of the innovations we aim to achieve in the Saudi market,” Sidawi added.
Sidawi expressed gratitude for the support extended by the Ministry of Investment in expanding Genesys’ presence in Saudi Arabia. He noted that the ministry provided critical resources and facilitated key meetings, including one between Genesys’ CEO, Tony Bates, and the Minister of Investment.
“This collaboration underscores the importance of having a regional headquarters in Saudi Arabia,” Sidawi explained. “It also strengthens our role in delivering innovative educational and training projects, contributing to the Kingdom’s technological and cloud transformation.”
Discussing the competitive landscape in Saudi Arabia, Sidawi described it as one of the most fair and dynamic markets globally, thanks to its clear regulations that encourage innovation and drive companies to deliver exceptional solutions.
“Having been in the Saudi market for over a decade, we have gained deep insights into the local environment and the ability to offer customized solutions that cater to client needs,” Sidawi remarked.
Genesys Investing in Local Talent – On social responsibility and developing local talent, Sidawi stressed that education and youth empowerment form the cornerstone of Genesys’ strategy in Saudi Arabia.
“Our goal is to reach as many local talents as possible, including university students, recent graduates, and young professionals,” he stated. “We focus on providing expertise in customer experience, artificial intelligence, and digital transformation, contributing to the creation of a skilled workforce that supports the Kingdom’s vision.”
A Key Player in Digital Transformation, With a strong commitment to innovation, local talent development, and impactful partnerships, Genesys positions itself as a key player in Saudi Arabia’s digital transformation journey. The company continues to deliver cutting-edge solutions that enhance customer and employee experiences while fostering sustainable growth in the Kingdom’s technology sector.
