The Minister of Communications and Information Technology Amr Talaat has witnessed the signing of a cooperation agreement between the Ministry of Communications and Information Technology (MCIT), represented by the Applied Innovation Center (AIC), and Xceed. The aim is to develop an AI-powered quality assurance (QA) application for contact centers.
The agreement was signed by the Vice ICT Minister for Infrastructure Raafat Hindy and CEO of Xceed Wael Moustapha, in the presence of the Managing Director and CEO of Telecom Egypt Mohamed Nasr and Head of AIC Ahmed Tantawy.
In his remarks, the ICT Minister highlighted noted that the agreement signifies an integration between ICT institutions, including research entities focused on developing applications using cutting-edge technologies and AI, represented by AIC, and private sector companies, represented by Xceed. This integration will be achieved through fruitful cooperation that advances the sector’s growth.
The agreement is aimed at employing AI to improve work efficiency and advance the contact center industry, Talaat stated. He added that this step is part of the efforts to promote the BPO industry in Egypt and underscores MCIT keenness to harness modern technologies for sectoral development. The ICT Minister explained that AIC collaborates with academic and research institutions, state sectors, and local and global companies to develop innovative applications using contemporary ICTs across different fields.
Nasr expressed Telecom Egypt's eagerness to support the development and modernization of contact centers through Xceed. He highlighted the importance of applying the latest AI technologies to align with the rapid technological advancements shaping the world. Nasr also emphasized the crucial role of AI applications in future tech services.
Tantawy pointed out that the application will assist in analyzing the calls received by contact centers, aiding in identifying potential issues in agents' performance. These may include non-compliance with company policies or inappropriate handling of situations. Such analysis enables supervisors to promptly assess each employee's performance and intervene if a call indicates a need for immediate attention.
For his part, Moustapha expressed his pleasure in signing the agreement with MCIT, underscoring Xceed's commitment to contributing to this significant project. He highlighted the company's extensive expertise in contact centers and its readiness to utilize AI for automating quality assurance processes. Additionally, he emphasized Xceed's ongoing efforts to enhance its capabilities with the latest technologies, particularly AI, to remain at the forefront of advancements in the call center industry.
