Upsource by Solutions: Company Profile

Background

Upsource by Solutions, formerly known as Contact Center Company (CCC by STC), is a leading business process outsourcing (BPO) provider based in Riyadh, Saudi Arabia. Established in 2011 as a joint venture between Saudi Telecom Company (STC) and a global leader in business outsourcing, the company has evolved into a premier BPO entity in the region. In 2023, it was acquired by Solutions by STC, a prominent digital transformation enabler in Saudi Arabia, further enhancing its service delivery capabilities and aligning with the Kingdom's Vision 2030 digital transformation goals.

Mission: To empower clients to focus on their core objectives by delivering world-class services and exceptional customer experiences.

Vision: To be the BPO partner of choice, redefining the standard of business outsourcing services in the region.

Primary Area of Focus: Providing comprehensive BPO services, including customer experience management, human resource outsourcing, shared services, and digital transformation solutions.

Industry Significance: As Saudi Arabia's first COPC (OSP)-certified BPO provider, Upsource by Solutions has set a high standard for operational excellence and innovation in the local outsourcing industry.

Key Strategic Focus

Upsource by Solutions focuses on delivering end-to-end BPO solutions that drive efficiency, scalability, and profitability for its clients. The company's strategic objectives include:

Core Objectives: Enhancing operational efficiency, fostering innovation, and supporting clients in achieving sustainable growth.

Specific Areas of Specialization: Business process outsourcing, customer experience management, human resource outsourcing, shared services, and digital transformation.

Key Technologies Utilized: Advanced AI technologies, automation frameworks, and data-driven solutions to optimize business operations.

Primary Markets Targeted: Serving over 100 clients across various sectors, including telecommunications, healthcare, e-commerce, finance, and government.

Financials and Funding

In April 2023, Solutions by STC acquired 100% of Upsource by Solutions for an enterprise value of SAR 450 million. This acquisition aimed to expand Solutions' BPO offerings and deliver comprehensive services to its customers.

Pipeline Development

Upsource by Solutions has established strategic partnerships to enhance its service offerings:

Cognizant Partnership (February 2025): A three-year strategic alliance focusing on integrating advanced AI and automation technologies to improve operational efficiency for enterprises in the region.

Konecta Partnership (February 2025): Aimed at introducing GenAI-powered customer experience services in Saudi Arabia and the Gulf region, combining local expertise with global innovation.

Technological Platform and Innovation

Upsource by Solutions distinguishes itself through:

Proprietary Technologies: Utilization of advanced AI and automation frameworks to enhance BPO services.

Significant Scientific Methods: Integration of data-driven solutions and AI-driven insights to optimize business processes.

AI-Driven Capabilities: Deployment of GenAI-powered solutions to revolutionize customer experience management.

Leadership Team

The leadership team at Upsource by Solutions includes:

Eng. Naif AlMogbel: CEO, leading the company's strategic direction and partnerships.

Eng. Omer Abdullah Alnomany: CEO of Solutions by STC, overseeing the acquisition and integration of Upsource by Solutions.

Market Insights and Competitor Analysis

The BPO industry in Saudi Arabia is experiencing significant growth, with an expected market expansion of 13.9% between 2021 and 2026. This growth is driven by increasing demand for digital transformation and operational efficiency across various sectors.

Key competitors in the Saudi BPO market include:

Firstsource Solutions: A global BPO provider with a presence in multiple countries, offering services in customer management, finance and accounting, and healthcare outsourcing.

Alorica: A US-based BPO company providing customer experience solutions across various industries.

Teleperformance: A global leader in outsourced omnichannel customer experience management.

Operational Insights

Upsource by Solutions leverages its deep understanding of the local market, combining regional insights with global best practices to deliver tailored BPO services. Its strategic partnerships and commitment to innovation position the company as a leader in the Saudi BPO sector.