Unifonic, the Saudi technology pioneer in the Middle East, ushers in a new phase of its evolution by updating its corporate identity as one of the most trusted AI-powered customer experience platforms in emerging markets, enabling companies and government entities to deliver predictive and adaptive customer experiences centered on return on investment.

Building on its legacy of empowering customers in the region, Unifonic transitions from being a CPaaS provider to a leading provider of AI-powered customer experience solutions targeting emerging markets. Unlike traditional CPaaS platforms that focus on offering separate communication APIs with added AI tools, Unifonic has integrated its capabilities into a unified AI governance and control system under the name Agentic Studio, embedding AI at the core of the platform, transforming fragmented interactions into a seamless, integrated journey.

This strategic shift coincides with the accelerating global AI landscape, which has elevated predictive and personalized interaction as a fundamental success factor in the market, not just a competitive advantage. As customer expectations grow, institutions increasingly need AI systems that go beyond automated responses to understand customer intentions, maintain interaction context, and take necessary actions. As organizations move from fragmented traditional automation models to implementing processes at scale, heralding the era of 'autonomous AI,' Unifonic continues its leadership by offering specialized services that support the deployment of agentic AI-powered customer experience, enabling institutions and government entities to elevate customer experience and drive transformational change in this domain.

As part of this transformation, Unifonic will unveil its newly redesigned website, embodying its new corporate identity as an AI-powered customer experience platform tailored for emerging markets. This step provides a digital experience highlighting the company's advanced capabilities in agentic AI, its extensive portfolio of customized solutions, and its pioneering and innovative position. The updated website will offer startups a more seamless experience, allowing them to search and explore Unifonic's diverse AI-powered customer service offerings.

Unifonic adopts an ROI-driven architecture, prioritizing sovereignty, cultural relevance, and independent execution. The platform delivers predictive experiences that mimic human behavior by enabling multi-agent orchestration, handling complex workflows while ensuring full governance and regulatory compliance in tightly regulated sectors, relying on a 'human-in-the-loop' approach to mitigate risks.

Unifonic stands out with its AI-native architecture, designed with sovereign AI technologies and vast capabilities aligned with local culture, requirements, and regional data, along with multi-agent systems operating synchronously in real time. Leveraging advanced language models, real-time data, and effective multi-channel orchestration, the platform empowers AI agents to reason, make decisions, and independently manage complex workflows in real time while maintaining a unified context and consistent execution across all interaction points and communication channels.

These agentic AI solutions support the entire customer journey, from acquisition to retention, including marketing automation and customer care. For example, agentic marketing can revolutionize the entire marketing cycle, from campaign management to self-growth, accelerating the customer journey from attraction and conversion to acquisition and expansion. Autonomous marketing agents uniquely achieve this transformation by understanding growth goals, planning multi-stage strategies across various marketing channels, smoothly executing campaigns, pausing for human review when needed, and continuously monitoring performance. These outcomes are clear: faster planning, launch, and continuous improvement cycles across channels, scalable personalization, and consistent brand identity execution at scale. Ultimately, AI agents enable sustainable and continuous growth while ensuring secure, transparent, human-supervised operation.

Similarly, agentic AI-powered customer care solutions go beyond merely answering inquiries to fully resolving issues, such as executing complex customer support processes and managing appointment bookings across multiple systems seamlessly.

This holistic approach ensures that every stage of the customer lifecycle is supported by coordinated AI agents that understand customer intentions and can take necessary actions to achieve measurable business outcomes across the entire journey.

This autonomous execution is coupled with human supervision and guidance, ensuring AI agents collaborate with teams. All interactions are based on embedded compliance and institutional trust levels to ensure full auditability and adherence to strict regulatory requirements, supporting the deployment of these technologies in sensitive work environments.

Ahmed Hamdan, Co-founder and CEO of Unifonic, said: 'Integrating autonomous AI agents capable of thinking, planning, and acting independently is the cornerstone of this new strategy. We are also reengineering the comprehensive service model to enable organizations to orchestrate outcomes across all systems and channels, turning customer experience into a competitive advantage for brands.'

Mohammed Suleiq, COO of Unifonic, said: 'Our platform creates tangible business impact by resolving issues on first contact. We have achieved up to 85% automation and faster response times, allowing teams to focus on high-priority tasks requiring human interaction and careful handling.'

This strategic direction follows Unifonic's acquisition of SESTEK, a global leader in AI-powered conversations with 25 years of R&D and voice recognition technologies. This move enabled the platform to achieve high dialect recognition accuracy of 97% for English and 95% for Arabic, surpassing the global model average of 60% to 70%.