Enterprise contact centre without the enterprise IT team.
Your customers expect fast answers across voice, chat, email and WhatsApp. PowerEngage delivers Cisco Webex Contact Center as a fully managed service, with enterprise AI, Arabic and English support and 24/7 regional operations, so you do not need to hire contact centre engineers.
What you get
Enterprise platform, managed for you
Cisco Webex Contact Center handles millions of daily interactions globally. We provision, monitor, update and troubleshoot it, so your team focuses on customers.
24/7 regional operations
An Arabic-speaking NOC team in Dubai and Riyadh, not a follow-the-sun model where your 3am incident waits for another time zone.
Compliance support built in
NESA, PDPL and PCI-DSS frameworks are covered by our delivery, with audit documentation prepared by our team.
Predictable pricing
A fixed monthly cost per agent, with no surprise usage bills, hidden maintenance fees or hardware refresh cycles.
How it works
Plan and migrate
Decision to production in 8-12 weeks, including migration. A phased approach with a parallel run protects live operations, and we handle PSTN integration and number porting. Average cutover downtime is 4 hours.
Train and go live
Administrator and agent training gets your team productive quickly. Call flows, CRM integrations and security configuration are tested before go-live.
Run and improve
Our 24/7 NOC monitors the platform, applies updates and manages incidents. Monthly health reports and quarterly reviews keep improvements moving.
PowerEngage what is included
Every channel, one desktop
Agents handle voice, email, chat, SMS, WhatsApp and social media from one desktop, with the full history attached.
Virtual agents in Arabic and English
Webex AI Agent handles routine requests, such as balances, bookings and order status, before a person is needed.
The CRM on screen
Connectors for Salesforce, Microsoft Dynamics, ServiceNow and Zendesk open the customer record as the contact arrives. Advance includes two integrations; Premium has no limit.
Supervisors see it live
Real-time dashboards show queues, service levels and agent states, with custom reports for the measures you manage.
Migration with a parallel run
Old and new platforms run side by side during a phased cut-over. Across 50+ migrations, average cut-over downtime has been 4 hours.
Platform run by Emircom
The NOC applies updates, watches trunks and integrations, and makes configuration changes within 48 hours on Advance and 24 hours on Premium.
PowerEngage Service Tiers
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.
A typical scenario
The situation
A retail bank runs a 300-seat contact centre on an ageing on-premise platform, handling about 18,000 contacts a day. Customers who start on WhatsApp repeat their details when they call. At peak, average speed of answer passes 3 minutes and about 1 call in 8 is abandoned.
What Emircom does
Emircom moves the bank to Webex Contact Center on the Advance tier over ten weeks, with a parallel run and number porting. Agents get one desktop for voice, chat, email and WhatsApp with the history attached. A virtual agent answers balance and card questions in Arabic and English, and the CRM opens on screen.
What changes
About a quarter of contacts are now resolved by the virtual agent. Average speed of answer falls from over 3 minutes to under 1, and abandoned calls drop by about 40%. New agents are productive in 5 days instead of 4 weeks.
Illustrative scenario based on common customer situations. It is not a named client case study.
Questions we are asked
How long does a migration take?
Typically 8 to 12 weeks from decision to production. We migrate in phases with a parallel run, and average cut-over downtime is 4 hours.
Can we keep our numbers and IVR menus?
Yes. Numbers are ported in phases. Existing IVR menus are rebuilt in the Webex Contact Center flow designer, then tested during the parallel run before any traffic moves.
Which CRM systems can it connect to?
Pre-built connectors cover Salesforce, Microsoft Dynamics, ServiceNow and Zendesk. Advance includes up to two CRM integrations, and Premium includes unlimited integrations.
Where is our contact centre data hosted?
Hosting and data handling depend on your industry and regulator, so we confirm them in writing for your deployment before you sign. Our delivery supports NESA, PDPL, PCI-DSS and ISO 27001 requirements, and government customers can ask for a custom tier.
Which tier should we choose?
Advance suits contact centres of about 250 to 1,000 agents, with 8×5 expert support. Premium suits mission-critical operations of 1,000 agents or more, with 24×7 priority support, a named engineer and faster response times.
How is service quality tracked once we are live?
Supervisors see queues, service levels and agent states in real time. Emircom watches platform health, trunks and integrations around the clock, and reviews performance with you in regular business reviews.