What Total CX does

Total CX is a Bahrain-based customer experience outsource partnership provider, established in 2023 as part of the Beyon Group's corporate transformation and emerging from Batelco's 50-year-old contact centre operations. The company operates a purpose-built 4,000 square meter contact centre facility in Manama, Bahrain, with capacity for 500+ agents and currently running 450+ seats, handling approximately 3 million customer contacts per year across voice, digital, chat, email, social media, and messaging channels. It is staffed by 200+ team members of which 97% are Bahraini nationals. The technology stack combines AI-powered multi-channel customer contact solutions, Natural Language IVR with dynamic call routing, conversational AI customer service journeys, speech and text analytics with sentiment analysis, NLP chatbots and digital assistants, and a workforce engagement platform spanning WFM, QM, and e-learning.

The company goes to market via direct enterprise BPO sales targeting large organizations in Bahrain across retail, telecommunications, financial services and insurance, healthcare, utilities, logistics, travel and leisure, and food and beverage. Revenue is generated through managed services (multilingual contact centre staffing, telesales, retention, technical support), technology licensing and implementation, embedded analytics subscriptions, and CX consulting and innovation workshops. Total CX holds exclusive distribution rights in Bahrain for DOO's AI-powered customer experience platform — a USD 2 million-plus agreement signed in April 2026 covering culturally aware AI agents across voice, text, and avatar formats. Notable enterprise wins include Bahrain Kuwait Insurance Company (BKIC) and Ibn Al-Nafees Hospital, both signed in July 2026.

Leadership is integrated with the Beyon/Batelco parent: Aseel Mattar serves as Interim CEO while concurrently holding the GM role at Batelco by Beyon's Consumer Division; the Chairman is the CHRO of Beyon; and other board directors hold operating roles inside Batelco and Beyon. The company markets through its website, executive workshops co-hosted with Batelco by Beyon Enterprise, direct phone/email/WhatsApp contact channels, and media releases. Pricing is not publicly disclosed and all engagements run through custom enterprise agreements.

Name

Total CX

Legal name

Total CX

Website

https://total-cx.com

Company type

Private

Founded year

2023

Operating status

Operating

Headcount range

11–50 employees

Short description

Total CX is a Bahrain-based CX outsource partnership provider, formed in 2023 under the Beyon Group from Batelco's contact centre heritage. It delivers AI-powered multi-channel customer contact, analytics, and consulting services to enterprise clients across Bahrain via a 500-seat, 4,000 sqm facility.

Ownership category

akta.pro rank

Product category

Customer Experience Outsourcing

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518210), Custom Computer Programming Services (541511)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK), Customer Experience (CX) & Digital Experience (BPAHAEAC)

Keywords

• Customer experience outsourcing
• Contact center services
• AI-powered CX solutions
• Business process outsourcing
• Multilingual customer support

Headquarters

HQ city

Manama

HQ country

Bahrain

HQ region

Middle East

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Contact Centre & CX Resources Outsourcing: Provision of customer contact and CX resources including multilingual contact centre teams, voice support (inbound/outbound), digital support (chat, email, messaging, social media), telesales, retention, technical support, and admin teams. Flexible resource models including fully outsourced solutions, blended teams, and peak support.
2. CX Technology Solutions: Licensing and implementation of multi-channel CX technology platforms including voice, digital, email, chat, messaging, social media solutions, CRM platforms, workforce management, analytics-driven performance insights, and next-gen AI chat solutions.
3. Analytics & Insights Services: Embedded analytics and insights services including speech content and sentiment analysis, CSAT and NPS response management, trend analysis, keyword and phrase summaries, self-service effectiveness tracking, and social listening.
4. CX Innovation & Consulting: Consulting services including discovery sessions, innovation workshops, CX improvement plans, AI/RPA/IA/GenAI opportunity identification, and CX innovation prototyping.
5. Manpower Outsourcing Services: Provision of skilled customer service professionals to client organizations for manpower outsourcing.
6. Tele-Sales Services: Outbound tele-sales services for client organizations.
7. AI Solutions Distribution: Exclusive distribution of DOO's AI-powered customer experience platform in Bahrain, including culturally aware AI agents across voice, text, and avatar formats.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels4 records

Core offering

Total CX is a Customer Experience Outsource Partnership provider delivering end-to-end CX solutions through multilingual contact centre teams, AI-powered multi-channel customer contact technology, embedded speech and text analytics, and CX innovation consulting. The company serves enterprises across Bahrain via a 4000 sqm purpose-built facility with capacity for 500+ agents, handling 3 million contacts per year across voice, digital, chat, social media, and messaging channels.

Product overview

Total CX is a Customer Experience Outsource Partnership provider offering integrated CX services organized across four core service pillars: Customer Contact & CX Resources (multilingual support teams across voice, digital, and social channels), Multi-channel CX Technology (state-of-the-art contact platforms with NLP-powered self-service), CX Analytics & Insights (AI-embedded analytics and sentiment analysis), and CX Innovation & Consulting (AI strategy and implementation services). The company operates as a BPO service provider rather than a software product company, delivering solutions as managed services to enterprises across Bahrain and the Gulf region.

Differentiator

Problem solved

Functional benefit

Quantifiable outcome

• 3 million contacts handled per year across all channels
• +1 more outcomes

Named customers2 records

Segments9 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability8 records

Feature10 records

Partnerships

Four partnerships are on record, tiered core and minor.

• Bahrain Kuwait Insurance Company (BKIC)coreStrategic or Co-development Partner · 13 July 2026Total CX signed three strategic agreements with Bahrain Kuwait Insurance Company covering Manpower Outsourcing Services, Tele-Sales Services, and AI Solutions. The agreements enable BKIC to scale customer experience operations while maintaining high service standards through enhanced operational capacity, stronger sales performance, improved customer engagement, and increased efficiency across customer-facing functions.
• Ibn Al-Nafees HospitalcoreStrategic or Co-development Partner · 7 July 2026Total CX announced a strategic partnership with Ibn Al-Nafees Hospital to deliver innovative customer experience services and AI solutions that support hospital operations. Total CX deploys dedicated professionals alongside AI-driven solutions to strengthen CX capabilities, helping improve service efficiency, responsiveness, and customer satisfaction for the hospital's patients and customers.
• Batelco by Beyon EnterpriseminorGTM or Marketing Partner · 15 June 2026Total CX collaborated with Batelco by Beyon Enterprise team to host an exclusive executive workshop titled 'The Next Era of Experience - Powered by AI, Designed for People'. The workshop brought together enterprise leaders and technology experts to explore AI's role in customer engagement. Batelco Enterprise customers were invited to attend, providing a platform for joint marketing and customer acquisition.
• DOOcoreTechnology or Integration · 28 April 2026Total CX signed an exclusive partnership agreement valued at over USD 2 million with DOO, securing exclusive distribution rights for DOO's AI-powered customer experience platform in Bahrain. The partnership enables Total CX to introduce culturally aware AI agents across voice, text, and avatar formats to the Bahraini market. Through this collaboration, enterprises can benefit from AI-powered customer engagement platforms, contact center outsourcing, customer journey design and optimization, sentiment analysis, and advanced CX analytics, all delivered through a scalable managed model.

Scale indicators8 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Foundever (formerly Sitel/Sykes): Large CX outsourcing and AI-augmented customer management provider operating globally — competes in the same end-to-end BPO plus AI-enabled CX analytics space as Total CX.
• TTEC Holdings: Customer experience technology and services company offering CX outsourcing, digital customer engagement, and AI-enabled contact center solutions — directly comparable service lines to Total CX's four pillars.
• Teleperformance: Global CX/BPO market leader operating across 100+ countries with end-to-end omnichannel customer management, AI-driven analytics, and digital CX services — directly comparable service portfolio to Total CX but at vastly greater scale.
• Genesys: Major CX orchestration and contact center platform vendor whose technology stack (workforce engagement, AI, analytics) closely mirrors the Total CX technology platform offering.
• Infosys BPM: Global BPM/CXO services arm of Infosys offering customer service outsourcing, digital CX, and AI-led automation — comparable enterprise BPO + technology hybrid model.
• WNS Holdings: Global business process management company with strong CX/BPO practice and analytics capabilities — comparable in offering customer management services and AI-driven insights to enterprise clients.
• NICE Ltd. Leading provider of CX software including contact center, AI analytics, speech/text analytics, and workforce engagement — overlaps heavily with Total CX's technology platform and analytics services.
• Concentrix: Global CX/technology services giant (including the Majorel combination) with full-stack contact center outsourcing, AI, and CX analytics — overlaps directly with Total CX's managed services plus technology model.

Regional players

• Raya Contact Center: Egypt-headquartered CX/BPO provider serving the MENA region with multilingual contact center services — directly comparable regional BPO competitor operating in the same geographic neighborhood as Total CX.

Direct peers

• Startek: Mid-sized global CX/BPO provider delivering customer management, digital CX, and analytics services — closely comparable in size and service mix to Total CX.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks1 record

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/total-cx

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 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 Total CX