Careem signs Orange Business Services for contact centres
Orange to provide contact centre and network services to support Careem's expansion
Careem has signed a services agreement with Orange Business Services, to improve customer support and reduce time to set up in new markets.
Under the new agreement, Orange will provide network and contact centre services to the ride-hailing startup.
The three-year contract includes network services to connect Careem's corporate offices in Cairo, Dubai and Paris seamlessly. In addition, the Orange contact center solution enables Careem to reduce fixed voice costs and route calls. The company started with two call centre agents and today has grown to more than 400 agents managing over 10,000 calls a day from more than 80 cities across 13 countries in the region.
Careem has established its taxi app service across key markets in the Gulf Cooperation Council (GCC), as well as in Egypt and Jordan. At the start of operations in 2013, Careem opened in a new city every three months. Today, by using the Orange Business Services flexible IP network with a digital call centre solution, the company says it can open up in a new city in just one day.
"Orange Business Services has exceeded our expectations with their ability to match our demands for agility and speed, and they also bring our company the added advantage of local expertise and presence that our business needed in the region and beyond. We look forward to continuing our dynamic growth with Orange at our side as our trusted partner," said Qasim Ahmed, CIO, Careem.
"Careem is an outstanding example of a visionary company that is transforming and disrupting an entire industry. We have leveraged our local presence and regional resources to support Careem's tremendous growth in the Middle East. We are now moving toward developing a global relationship with them to deliver additional services in the spirit of meeting their fundamental needs for speed, reliability and flexibility in each of their new global markets," said Luc Serviant, vice president, Middle East and Africa, Orange Business Services.