Transforming Communication with Scalable, Secure Cloud Solutions
How Bespin Global Empowered engageX Campaign Manager Platform with AWS services for Cloud-Driven Innovation
Transforming Communication with Scalable, Secure Cloud Solutions
REGION
United Arab Emirates
COMPANY TYPE
Software Company
INDUSTRY
CPaaS
CLOUD SOLUTION
Bespin’s 24/7 support and proactive monitoring have been game-changers for us. They resolve issues before they even arise, which has kept us running smoothly. This forward-thinking approach has boosted both our efficiency and performance.
THE CUSTOMER
engageX is a division of e& enterprise group, the global technology and investment entity formerly known as Etisalat Group. Established in 2020 as the CPaaS (Communications Platform as a Service) arm of e& enterprise, engageX has rapidly grown to deliver CPaaS services to over 3,000 enterprise customers across the United Arab Emirates (UAE) and the Kingdom of Saudi Arabia (KSA), with additional extensive portfolio of customer experience solutions. engageX CpaaS service is secure, unified digital solution, designed to transform customer interactions. It seamlessly integrates all communication channels, such as Voice, Video and Messages, into one ecosystem: from marketing to operations to customer service.
Handling over 4 billion transactions annually, engageX’s offerings are conclusive of CX consultancy, CX technologies such as CPaaS solutions, cloud contact center, CRM, Martech, and Contact Center BPO, creating a comprehensive customer engagement service suite.
THE CHALLENGE
As engageX expanded, they encountered several critical challenges that risked hindering their growth and operational efficiency.
“The sheer volume of email communications we were managing became a significant challenge in scaling up,” said Kareem Abdel Moneam, engageX Devops manager. “We needed a system that could scale rapidly and handle millions of emails daily, without performance issues or delays. Security was another huge concern, especially with sensitive customer information on the line. We needed to make sure that compliance with industry regulations was airtight.”
engageX also required seamless email service integration with other communication channels and internal systems to maintain a unified customer experience. Managing operational costs while ensuring high service reliability added another layer of complexity.
“We had ambitious goals to expand our CPaaS offerings, but without the right technical foundation, we knew we’d be facing a tough uphill battle,” added Rashid AlJneibi, Senior Director, CX Technology.
In its quest for enhanced service availability and reliability, engageX turned to Bespin Global, an e& enterprise company and a Premier AWS partner in the MENA region, confident in their ability to deliver a comprehensive solution built on cloud-native services that would address their immediate needs and support their long-term vision. Additionally, it was essential for the chosen AWS partner to possess managed service provider (MSP) capabilities as well as to manage the solution post-deployment effectively.
THE SOLUTION
To tackle the specific needs of EngageX, Bespin Global integrated the engageX email solution with its high reliable AWS email services. “At Bespin Global, we understood that engageX needed a robust email solution with a fully integrated, scalable platform that could grow with them,” explained Mohd Umar, Senior DevOps Engineer at Bespin Global. “By leveraging AWS’s cloud-native services, we built a solution that not only enhanced service reliability but also provided the real-time analytics engageX needed to refine their engagement strategies.”
Cloud-Native Solutions for a Robust Platform
To ensure scalability and performance, Bespin deployed Amazon SES (Simple Email Service), allowing engageX to send millions of emails daily with flawless deliverability. Amazon S3 (Simple Storage Service) was used for secure and scalable data storage, while Amazon Kinesis Data Firehose enabled real-time streaming of email data into S3, optimizing storage and analysis for the growing email volume. “By leveraging services like SES and Kinesis, we provided engageX with a robust platform that could scale with their needs while maintaining real-time capabilities,” explains Umar.
Security was a critical aspect of the solution. Bespin integrated AWS Identity and Access Management (IAM) for secure access control, while AWS Key Management Service (KMS) encrypted sensitive data at rest. The platform was continuously monitored for threats via Amazon GuardDuty, and AWS Config ensured compliance with industry standards. This robust security framework enabled engageX to meet stringent data protection requirements across its various business sectors.
In addition to handling high email traffic, engageX needed its email platform to integrate with other communication channels. Bespin addressed this by integrating Amazon SES with other AWS services via AWS VPC (Virtual Private Cloud) and VPC Endpoints. “The goal was to create a seamless experience across all communication channels, making engageX’s platform more efficient and cohesive,” Umar added.
Empowering Services After the Cloud Shift
Cost management was another major consideration. Bespin implemented AWS’s cost-effective pay-as-you-go model, which allowed them to avoid over-provisioning and maintain high service reliability while reducing operational costs. Additionally, AWS SES Virtual Deliverability Manager provided real-time analytics on email deliverability, enabling engageX to optimize their strategies with detailed insights on delivery success rates and user engagement.
Once Bespin’s Service Delivery team completed the cloud environment setup and thoroughly tested the solution, they transitioned it to their Managed Services team. AlJneibi noted, “Bespin’s handover was seamless. Their team ensured we were fully onboarded with their support processes and that we had round-the-clock assistance ready as we scaled.” The onboarding session covered ITSM service catalogs, ticketing procedures, and communication channels, setting the stage for 24/7 support.
RESULTS & BENEFITS
Bespin Global’s tailored solution dramatically transformed engageX’s communication platform by leveraging AWS technologies. As AlJneibi’s remarked, “The results were immediate. We saw a significant improvement in our ability to scale communications, maintain security, and drive operational efficiency.”
engageX quickly experienced enhanced scalability and performance. The new cloud infrastructure managed increasing volumes of email traffic with ease, even during peak times. The seamless integration of multiple communication channels improved the user experience and allowed for greater operational efficiency.
Security was no longer a concern for engageX. With AWS’s advanced security measures in place, including data encryption and constant monitoring, they confidently handled sensitive customer data while meeting industry compliance requirements.
Cost savings were another significant benefit. With AWS’s pay-as-you-go model, engageX achieved more efficient resource management, drastically reducing operational costs. “We’re now able to send millions of emails without worrying about high costs or performance issues,” shared AlJneibi.
The implementation of real-time analytics allowed engageX to continuously refine their email engagement strategies. With detailed insights into email performance, they could make data-driven decisions that enhanced their customer interactions.
Bespin’s managed services team proved to be a critical partner in ensuring the solution’s long-term success. engageX benefited from faster response times and proactive incident management. AlJneibi praised the team’s commitment, stating, “Bespin’s 24/7 support and proactive monitoring have been game-changers for us. They resolve issues before they even arise, which has kept us running smoothly. This forward-thinking approach has boosted both our efficiency and performance.”
Additionally, the cost optimization processes initiated by Bespin’s Managed Services Provider (MSP) team ensured that engageX avoided over-provisioning, further driving efficiency and cost savings. The partnership between engageX and Bespin Global has empowered engageX’s internal teams to focus on their core business and strategic initiatives, trusting that their cloud operations are being expertly managed.
About Bespin Global, an e& enterprise company:
Bespin Global established a joint venture with & enterprise, making it the largest public cloud managed and professional service provider in the Middle East. We serve as your strategic ally in the digital landscape, adeptly navigating complexities and unlocking opportunities with precision and foresight.
Our services encompass cloud migration, integration, and management, empowering businesses to scale efficiently and adapt dynamically in an ever-evolving market.
Bespin delivers the tools, expertise, and support needed to ensure a sustained future.
Bespin is committed to elevating the clients’ technological capabilities, emphasizing continuous improvement and proactive engagement. Our holistic, customer-centric approach ensures that every solution not only meets but exceeds expectations.
Bespin forges lasting partnerships and creates enduring value. It is the go-to partner for expert cloud integration and strategic guidance.
Address: The Offices 4, #138-139, One Central, Dubai World Trade Center (DWTC)
Telephone: 800 BESPIN (237746)
P.O. Box: 340729
