Arkan Powers DHL's Genesys Cloud CX Rollout in ME with BT

Arkan Solutions has officially launched its cutting-edge PSTN integration service for DHL Express operations in Kuwait, Qatar, and Jordan. This milestone comes as part of a broader regional collaboration with British Telecom (BT), under which DHL is enhancing its communication infrastructure by integrating local PSTN lines with the Genesys Cloud CX platform. BT, as DHL’s global Genesys partner, continues to manage the overarching deployment of this platform across the enterprise.

Building Momentum Following Egypt's Early Launch

These new implementations build on the initial success of the service rollout in Egypt in 2024. They signal a critical leap forward in DHL’s ambitious digital transformation strategy aimed at streamlining customer interaction systems across the Middle East. By accelerating the adoption of cloud-based contact centre technologies, DHL is reinforcing its commitment to innovation and service excellence.

Connecting Local Telecom Networks to a Global Cloud Ecosystem

At the core of this transformation is Arkan’s Genesys Cloud Connect, a robust and secure PSTN integration platform engineered to seamlessly link local telephony networks with the cloud-native Genesys Cloud CX environment. The solution utilizes Arkan’s Session Border Controller as a Service (SBCaaS) and an extensive web of international telecom interconnections to guarantee compliance with local regulations, deliver high voice quality, and ensure operational resilience across complex markets.

BT and Arkan Partner to Drive Regional Customization

The partnership sees BT continuing its role in managing the global deployment of the Genesys Cloud CX system, while Arkan brings localized expertise to the table through its PSTN and voice service integrations. Each country’s solution is customized to meet unique market requirements, reflecting the diverse regulatory and telecom landscapes across the region.

“We are proud to expand our partnership with BT and DHL as three more countries go live,” said Hussam Fawzy, Chairman of Arkan Solutions. “Kuwait, Qatar, and Jordan represent a significant milestone in enabling DHL’s cloud-first contact centre strategy across the region.”

Expanding Reach Across the Middle East in 2025

This multi-country initiative is expected to cover nearly all DHL Express operations within the Middle East. With additional go-lives already in the pipeline for 2025, DHL’s regional network is on track to fully modernize its voice infrastructure, laying the foundation for more agile, scalable, and customer-centric communications in the years ahead.