Tuesday, February 10, 2026
Bright Pattern, a leading AI-powered contact center platform, has partnered with Xceed, a prominent BPO and contact center provider across the Middle East and Africa. Through this collaboration, both companies aim to modernize customer experience (CX) by combining advanced AI technology with deep operational expertise. As a result, enterprises will gain smarter, scalable, and outcome-driven customer engagement solutions.
Strategically, this partnership strengthens Xceed’s service capabilities without altering its core identity as a people-first BPO provider. By adopting Bright Pattern’s cloud-native platform, Xceed can now deliver technology-enabled CX at scale while continuing to focus on measurable business outcomes rather than just tools.
Explaining the value of the alliance, Ahmed El-Kadry, Pres-Sales Senior Supervisor at Xceed, said, “This partnership with Bright Pattern allows us to significantly elevate the value we deliver to our clients.” He further emphasized that Xceed will integrate AI and cloud while maintaining its commitment to strategic, results-driven customer support.
Through Bright Pattern’s Contact Center as a Service (CCaaS) platform, Xceed gains rapid deployment, scalability, and true omnichannel capabilities. The unified agent desktop connects voice, WhatsApp, chat, email, and social media interactions in one place, ensuring customer context remains consistent across all channels.
Moreover, built-in AI tools — including AI Virtual Agent, Omni Quality Management, AI Agent Assist, and Interaction Analytics — enable Xceed to improve First Contact Resolution (FCR), reduce Average Handling Time (AHT), and boost Customer Satisfaction (CSAT). Consequently, the partnership shifts the focus from cost efficiency to measurable performance improvements.
Luc Cavelier, Head of Business Development for Bright Pattern MEA, highlighted that Xceed’s regional expertise complements Bright Pattern’s AI innovation. Together, both organizations aim to help businesses operate smarter, move faster, and deliver personalized experiences through cloud-based contact centers.
Looking ahead, the partnership will support deeper CRM integrations with Salesforce, ServiceNow, and Microsoft Dynamics. This will allow AI to leverage unified customer data for better routing, decision-making, and personalization.
From an operational standpoint, Bright Pattern’s AI-driven routing analyzes sentiment, intent, and keywords in real time, ensuring customers reach the right agent instantly. Meanwhile, OmniQM evaluates all interactions automatically, simplifying quality assurance for supervisors.
Security also remains a priority. The platform complies with PCI-DSS and GDPR standards, while its active-active cloud architecture ensures zero downtime. Additionally, cloud-native workflows support Xceed’s remote-first operations across multiple regions.
Commercially, the alliance reduces total cost of ownership by replacing traditional on-premises systems like Avaya and Cisco with cloud-based AI automation. Faster deployment timelines further accelerate client onboarding and revenue generation.
In the long run, Xceed aims to transition from volume-based staffing to AI-driven process optimization. Instead of adding more agents, the company will leverage automation, self-service, and intelligent routing to improve efficiency while enhancing customer experience.
Overall, this partnership positions Bright Pattern and Xceed as key players in AI-powered CX transformation across the Middle East and Africa.
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