Topaz

What Topaz does

Topaz (TOPAZ FZE) is a Dubai-headquartered enterprise communications systems integrator operating across the MENA region. Founded in 2006/2007 and based in Dubai Silicon Oasis, the company delivers cloud contact center (CCaaS) and unified communications (UCaaS) solutions built on the Avaya technology stack, supplemented by proprietary modules including Topaz CxEngage video call center, OneContact CRA, OneContact POS, CRM Connector, Mobile Guest Service, and INVOQ Video Consultation. The platform incorporates AI-driven features — speech analytics, conversational IVR, bot assistance, predictive dialing, and AI-enabled workforce management — that augment the underlying Avaya core.

Topaz serves 150+ enterprise clients across government, financial services, hospitality, real estate, and utilities segments, with disclosed anchors including the Roads and Transport Authority of Dubai, Dubai Police, Etihad Water and Electricity, Dubai Islamic Bank, DAMAC Properties, Anantara Hotel, and Six Senses Zighy Bay. The company combines Avaya-powered cloud subscriptions with its own CX applications and an embedded managed services practice where engineers operate inside customer IT environments. Strategic partnerships extend the platform's reach through CRM integrations with Salesforce, Microsoft Dynamics, Zoho, Freshdesk, and Zendesk, alongside channel relationships with WhatsApp Business and Redbox. Topaz holds PCI DSS Level-1 certification, enabling it to serve regulated payments and financial workloads.

Topaz generates revenue across four primary streams: recurring CCaaS subscriptions, UCaaS subscriptions, networking and security infrastructure projects, and professional/managed services. The business model layers monthly recurring revenue from cloud seats on top of project-based infrastructure deployments, with managed services creating ongoing annuity tied to SLA-bound operational support. The organization operates with 51-100 employees as a private Free Zone Establishment with no disclosed external funding to date.

Name

Topaz

Legal name

TOPAZ FZE

Website

https://topaztel.com

Company type

Private

Founded year

2006

Operating status

Operating

Headcount range

51–100 employees

Short description

Topaz is a Dubai-based enterprise communications systems integrator delivering Avaya-powered cloud contact center, unified communications, and AI-enabled workforce engagement solutions to 150+ government, financial, and hospitality clients across the MENA region.

Ownership category

akta.pro rank

Product category

Enterprise Cloud Communications

NAICS

Computer Systems Design and Related Services (54151)

SIC

Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

akta.pro secondary industries

Unified Communications (UCaaS) Apps (BPAMACAE), Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK), Collaboration & Unified Communications Management (UCaaS/VoIP) (BPAEABAK)

Keywords

• Cloud contact center
• Unified communications
• Workforce management
• Network security
• Systems integration

Headquarters

HQ city

Dubai

HQ country

United Arab Emirates

HQ region

Middle East

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure

Revenue model

1. Cloud Contact Center (CCaaS) Subscriptions: Topaz delivers Contact Center as a Service powered by Avaya, offering private cloud, public cloud, and hybrid cloud deployment options. The cloud architecture reduces hardware setup overheads and minimizes installation time, suggesting a recurring subscription model with deployment and management fees.
2. Unified Communications (UCaaS) Subscriptions: Provides unified communication and collaboration solutions including voice & video communications, messaging, conferencing, and mobility management. Delivered as a service with the breadth of portfolio covering on-premise and cloud deployments.
3. Networking & Security Infrastructure: Next-generation wired and wireless networking, next-gen firewall, network access control, and surveillance systems including CCTV, video analytics, and ANPR. Delivered as a systems integration engagement.
4. Professional & Managed Services: Includes resident engineer placement, call center outsourcing, facility management, technical staffing, and maintenance on equipment with lapsed warranties. Technicians and engineers are deployed within customers' IT environments.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels4 records

Core offering

Topaz is a UAE-based enterprise systems integrator that delivers cloud contact center (CCaaS) and unified communications (UCaaS) solutions powered by Avaya technology, along with workforce engagement, CRM integration, networking, and security infrastructure. Its portfolio supports private, public, and hybrid cloud deployments hosted in UAE data centers, with embedded engineers providing managed services to government, financial, hospitality, and enterprise clients across the MENA region.

Product overview

Topaz is a system integrator offering a comprehensive portfolio of communication, infrastructure, and networking solutions centered on its Topaz CxEngage cloud contact center platform. The core product is an omnichannel CCaaS solution (powered by Avaya) available in private, public, and hybrid cloud deployments, supporting inbound/outbound voice, video, chat, SMS, and social media channels. This platform is augmented by a broad suite of workforce engagement tools (workforce management, quality management, performance management, speech analytics, unified agent desktop, call recording) and AI-powered automation (conversational IVR, chatbots, auto dialer, predictive analytics). Specialized add-ons address vertical needs including video-enabled call center, appointment reminders, ticketing, IVR payments, and restaurant/hospitality POS. CRM integrations with Salesforce, Microsoft Dynamics, Zoho, Freshdesk, and Zendesk are natively supported. Recent GITEX 2025 launches introduced OneCloud Contact Center, OneContact POS, CRM Connector, INVOQ Video Consultation, Mobile Guest Service, and Call Recording Assurance products.

Differentiator

Problem solved

Functional benefit

Brands

• Topaz CxEngage: Video-enabled call center solution with WebRTC technology for customer interactions via voice and video.
• OneContact CRA
• OneContact POS
• CRM Connector
• Mobile Guest Service
• INVOQ Video Consultation

Products and services

• Cloud Contact Center (CCaaS) Omnichannel cloud contact center solution powered by Avaya, supporting inbound/outbound voice, video, chat, SMS, email, and social media. Available in private, public, and hybrid cloud deployment models with hosted IVR, ACD, CRM integration, and AI-powered automation for enterprise customer engagement.
• Unified Communications & Collaboration (UCaaS) Unified Communications as a Service platform encompassing voice and video communications, messaging, video conferencing, mobility enhancement, and workforce management delivered across on-premise and cloud deployments.
• Network & Security Infrastructure Next-generation wired and wireless networking, SDN-enabled solutions, next-gen firewall, endpoint security, network access control, and surveillance systems including CCTV, video analytics, and ANPR delivered as enterprise systems integration engagements.
• Workforce Management AI-powered omnichannel workforce management solution for forecasting staffing requirements, automating scheduling based on shift templates and agent skills, and generating customizable performance dashboards for contact centers.
• Speech Analytics AI-powered speech analytics that collects, transcribes, and analyzes 100% of customer interactions using speech-to-text and NLP, with intent analysis, sentiment analysis, and customizable dashboards for contact center, marketing, and sales teams.
• OneContact POS Full-featured restaurant management point-of-sale software handling counter sales, accounting, inventory tracking, customer data management, loyalty programs, and menu management for casual dining, quick service, bakeries, coffee shops, and food chains.
• Mobile Guest Service Contactless guest relations solution accessed via QR code scanning that allows guests to place orders, request services, and pay from their own mobile device without requiring an app download. Operates as a standalone solution that does not require system integration.
• INVOQ Video Consultation Solution Web-based video consultation solution built with WebRTC technology that enables human audio and video engagement with customers for improved customer support without requiring additional plugins.
• Call Accounting Platform Web-based telephone call billing system managing call charge information and service consumption. Tracks inbound and outbound calls, enables billing for additional charges, provides budget allocation and cost control, and generates reports on telecom usage across cost centers.
• CRM Connector Gateway solution that seamlessly connects Avaya Contact Center with CRM platforms including Salesforce, Microsoft Dynamics, Zoho, and Freshdesk for screen-pop on inbound calls and outbound click-to-dial, with automated call logging and journaling within the CRM.
• OneContact CRA (Call Recording Assurance) Monitors and validates that every voice and video interaction is correctly recorded across large communication infrastructures with thousands of lines and handsets, automatically matching PBX call records with recordings and alerting on anomalies in near real-time for compliance verification.

Named customers7 records

Segments8 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability11 records

Feature10 records

Partnerships

Five partnerships are on record, tiered core.

• AvayacoreTechnology or Integration · 1 January 2025Topaz exhibits at GITEX 2025 in partnership with Avaya to demonstrate communication solutions for Hospitality, Government & Enterprise segments. Topaz's entire cloud contact center (CCaaS) and unified communications (UCaaS) portfolio is powered by Avaya technology. Avaya provides the underlying platform while Topaz serves as the systems integrator and channel partner deploying and managing solutions for MENA region customers.
• SalesforcecoreTechnology or IntegrationTopaz CRM Connector integrates Avaya Contact Center with Salesforce CRM, enabling screen pops, click-to-dial, automated call logging, real-time transcription, and two-way data synchronization. This is a certified integration available to all Topaz customers using Salesforce.
• Microsoft Dynamics 365coreTechnology or IntegrationTopaz CRM integration for Microsoft Dynamics 365 empowers agents with a 360-degree view of customer data, automated call logging, click-to-dial, skills-based routing, and synchronized contact center and CRM data within the Microsoft Dynamics desktop.
• Zoho CRMcoreTechnology or IntegrationTopaz CRM integration for Zoho aligns marketing, sales, and support teams, delivering omnichannel customer engagement capabilities with real-time data synchronization and personalized interactions powered by Zoho data within the Topaz cloud contact center.
• FreshdeskcoreTechnology or IntegrationTopaz CRM integration for Freshdesk displays contact handling controls and customer information in a unified interface within Freshdesk, enabling screen pops based on caller ID, click-to-dial, and individual agent productivity reports within the Freshdesk agent interface.

Scale indicators3 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Enghouse Systems (Enghouse CC): Acquired-and-integrated CCaaS portfolio (ex-Sonus, etc.) competing for contact center replacement deals. Targets similar mid-to-large enterprises with multi-channel CX requirements.
• 8x8: UCaaS + CCaaS platform with single-vendor licensing. Targets similar enterprise and mid-market buyers seeking integrated voice, video, and contact center — the same integrated stack Topaz assembles on top of Avaya.
• Five9: Cloud-native CCaaS vendor expanding in EMEA/MENA. Targets the same mid-market and enterprise customers with subscription-based omnichannel contact center, directly overlapping Topaz's core CCaaS thesis.
• Genesys: Global pure-play CCaaS and CX platform vendor. Competes head-to-head with Topaz CxEngage for omnichannel contact center workloads in MENA enterprises, including financial services and government.
• Content Guru: Cloud contact center and CX vendor with strong public-sector and regulated-industry references. Overlaps with Topaz in omnichannel and AI-assisted routing for enterprises with compliance needs.
• NICE (CXone): Provider of NICE CXone cloud contact center with strong AI-driven WEM and analytics. Competes for the same Avaya-displacement opportunities and large-banking/government deals Topaz targets.

Regional players

• GBM (Gulf Business Machines): IBM-affiliated MENA systems integrator with deep enterprise and government relationships. Competes with Topaz on large enterprise infrastructure, networking, and managed services mandates across the Gulf.
• STME (a Cyient company): MENA systems integrator focused on enterprise networking, UC, and collaboration, similar to Topaz. Competes for the same UAE/Saudi-based enterprise and government clients across UC, networking, and security.

Broad incumbents

• Cisco (Webex Contact Center): Broader collaboration and networking incumbent that bundles CCaaS into Webex. Its enterprise reach and go-to-market pose a competitive substitute for Topaz's Avaya-based unified communications and contact center stack.
• Avaya: Underlying platform vendor and core partner that Topaz builds, integrates, and resells. Avaya competes for direct enterprise relationships, with Topaz positioned as the regional SI/channel layer.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/topaztel
• Xx.com/topaz_fze
• Facebookfacebook.com/topaztel

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Topaz