Enterprise contact center
without the enterprise IT team.

Your customers expect instant answers across voice, chat, email, and WhatsApp. Your agents juggle outdated tools. Your IT team spends weekends keeping legacy systems alive.

PowerEngage delivers Cisco Webex Contact Center as a fully managed service. You get enterprise AI, 24/7 Arabic operations, and UAE/KSA data residency—without hiring a single contact center engineer.

What you get

  • Enterprise platform, zero operations burden Cisco Webex Contact Center handles millions of daily interactions globally. We manage it for you—provisioning, monitoring, updates, troubleshooting. Your team focuses on customers, not platforms.
  • 24/7 regional operations Arabic-speaking NOC team in Dubai and Riyadh. Not a follow-the-sun model where your 3am incident waits for California to wake up. Real engineers, in your time zone, speaking your language.
  • Compliance built in NESA, PDPL, PCI-DSS frameworks included. UAE and KSA data residency. Audit documentation ready. Government ministries and banks trust our compliance automation.
  • Predictable pricing Fixed monthly cost per agent. No surprise Twilio bills. No hidden maintenance fees. No CapEx refresh cycles. Budget what you see.

Service Tiers:

  • PowerEngage Advance: For growing contact centers. Includes platform management, regular optimization, and 8×5 expert support.
  • PowerEngage Premium: For mission-critical operations. Adds 24/7 priority support, proactive monitoring, and dedicated engineering.

Transform customer experience in 8-12 weeks with zero IT burden.

PowerEngage CCaaS Benefits

  • Regional Compliance Built-In

    Meet NESA, PDPL, and ECC-2:2024 requirements out-of-box with UAE/KSA data residency and automated audit support.

  • 24/7 Arabic Operations

    Your customers and agents get support in Arabic from engineers based in Dubai and Riyadh, not halfway around the world.

  • Zero IT Burden

    Free your team from platform management. We handle monitoring, incidents, changes, and optimization so your engineers can innovate.

  • Predictable OpEx Model

    Fixed monthly per-agent pricing with no surprise maintenance costs, emergency fixes, or forklift upgrades every five years.

  • Faster Time to Value

    Go from decision to production in 8-12 weeks including migration. Average cutover downtime is just 4 hours with our proven methodology.

  • AI-Powered Efficiency

    Deflect 30-40% of routine inquiries with virtual agents. Cut average handle time by 15-20% with real-time agent assistance.

Solution Img

PowerEngage CCaaS Business Outcomes

  • Reduce Customer Wait Times
  • Increase First Contact Resolution
  • Lower Agent Attrition Rates
  • Improve Customer Satisfaction Scores
  • Cut Operational Costs by 30-40%
  • Scale Agent Capacity on Demand
  • Accelerate Digital Transformation
  • Meet Regional Compliance Standards

PowerEngage CCaaS Who we serve

Pass NESA audits first attempt. UAE data residency. Arabic 24/7 operations. Federal ministries and smart city initiatives trust our compliance automation.

Cut handle time 35%. Meet PCI-DSS requirements out of box. Real-time fraud detection. Dubai Islamic Bank improved CSAT from 78% to 91% in six months.

HIPAA-equivalent compliance. Secure patient communications. Integration with EMR systems. Support for telehealth platforms.

Scale up and down with seasonal demand. Unified platform across multiple offices. 40–50% TCO savings vs on-premises.

Handle millions of interactions monthly. AI deflection reduces agent contacts 30–40%. BSS/OSS integration included.

PowerEngage CCaaS Based on Cisco Webex

PowerDefend MXDR is a Managed Service powered by Cisco XDR is ideal for businesses and organizations that prioritize advanced cybersecurity, operational efficiency, and a unified approach to threat detection and response

Your agents handle voice, email, chat, SMS, WhatsApp, and social media from one unified desktop. Customers never repeat information across channels because the full conversation history follows them. Context switching disappears and your team becomes more efficient.

Cisco AI Assistant deflects routine inquiries before they reach agents. The virtual agent handles FAQs, account lookups, and simple transactions with 95% accuracy in Arabic and English. Your agents focus on complex issues that need human judgment.

Supervisors see queue status, agent performance, and customer satisfaction in real-time dashboards. Custom reports track the metrics that matter to your business. Monthly health reports and quarterly business reviews keep leadership informed without overwhelming them with data.

Pre-built connectors for Salesforce, Microsoft Dynamics, ServiceNow, and Zendesk give agents full customer context. Screen-pop delivers the right information at the right moment. We handle up to two CRM integrations in PowerEngage Advance and unlimited integrations in PowerEngage Premium.

We've completed 50+ contact center migrations with an average cutover downtime of 4 hours. Phased migration with parallel run protects your operations. PSTN integration and number porting happen seamlessly so your customers never notice the change.

Built-in encryption, audit trails, and UAE/KSA data residency meet NESA, PDPL, PCI-DSS, and ISO 27001 requirements. Automated compliance reporting saves 40+ hours monthly. We helped three UAE government ministries pass NESA audits on first attempt.

Our 24/7 NOC monitors your environment continuously. We detect and resolve issues before they impact your operations. Platform updates, security patches, and feature optimization happen automatically. You get quarterly health checks and optimization recommendations.

Comprehensive administrator and agent training gets your team productive fast. Agent onboarding drops from 4 weeks to 5 days with our intuitive interface. Our three-tier support model (L1 user support, L2 technical support, L3 senior engineering) resolves 80% of issues on first contact.

PowerEngage CCaaS Service Tiers

PowerEngage Advance

For Growing Contact Centers

PowerEngage Premium

For Mission-Critical Operations
Target Size 250-1,000 agents 1,000+ agents
Platform Cisco Webex Contact Center Cisco Webex Contact Center
Support Coverage 8×5 Expert Care (business hours) 24×7 Priority Care (around the clock)
Response Time (P1) 15 min response
4 hr resolution		 10 min response
2 hr resolution
Platform Availability SLA 99.95% uptime 99.99% uptime
CRM Integrations Up to 2 systems Unlimited
Configuration Changes 48-hour turnaround 24-hour turnaround
Business Reviews Quarterly executive reviews Monthly + quarterly strategy sessions
Platform Management 24/7 monitoring, incident management 24/7 monitoring, proactive issue resolution
Engineering Support Shared NOC team Named engineer assigned
Deliverables
Platform Provisioning ✓ ✓
Call Flow Development ✓ ✓
PSTN Integration ✓ ✓
Security Configuration ✓ ✓
Migration Services ✓ ✓
Agent & Admin Training ✓ ✓
Monthly Health Reports ✓ ✓
Change Management ✓ ✓
Compliance Support ✓ ✓
Advanced Security Protocols — ✓
Full Network Health Monitoring — ✓
Continuous Coaching & Optimization — ✓
24×7 Troubleshooting — ✓
Preventive Maintenance — ✓
24×7 Vendor TAC for P1 — ✓
Managed By Emircom managed.
Emircom responsible		 Emircom managed.
Emircom responsible
All PowerEngage Advance deliverables PowerEngage Premium deliverables

Note: Both tiers include platform provisioning, call flow development, PSTN integration, security configuration, migration services, training, monthly health reports, change management, and compliance support. Government and enterprise custom tiers available for deployments over 5,000 agents.

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