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Exotel has launched Harmony in the Middle East, its AI-powered, human-assisted CX orchestration platform, unveiled at the IDC CIO Summit. Designed to eliminate fragmented customer experience systems, Harmony unifies voice, digital channels, AI agents, analytics, and human supervision into a single intelligent architecture. Its real-time customer memory layer enables context-aware, personalised engagement across interactions, reducing repetition and improving resolution speed. With Human-in-the-Loop oversight and real-time quality analysis, the platform ensures compliance and emotional intelligence at scale. Harmony enables up to 60% automation, 15–20% productivity gains, and 99.9% uptime, supporting AI-led CX transformation across the region.
As enterprises across the Middle East accelerate AI adoption in customer experience, Exotel today announced the regional launch of Harmony, its AI-powered, human-assisted CX orchestration platform. The launch was unveiled by Sachin Bhatia, Co-Founder and Chief Growth Officer, Exotel, during his address at the IDC CIO Summit Middle East.
Harmony marks Exotel’s strategic expansion into AI-led experience transformation in the region, where organisations are rapidly modernising their CX infrastructure in line with Saudi Vision 2030 and the UAE National AI Strategy 2031.
The conversational AI market in the Middle East and Africa is projected to reach nearly USD 2.3 billion by 2031. Globally, more than one billion AI agents are expected to be deployed across enterprises by 2029.
Despite increasing AI investments, many organisations continue to operate fragmented customer experience ecosystems that rely on disconnected tools for voice, messaging, AI agents, analytics, and human agents. This fragmentation often results in context loss across conversations, repeated customer interactions, inefficient AI-to-human escalations, rising operational costs, and increased compliance complexity.
Harmony has been built to eliminate this structural disconnect.
Harmony is designed as a unified, AI-native orchestration layer that brings all customer conversations, behavioural signals, and contextual memory into a single intelligent system.
Rather than layering AI onto legacy infrastructure, the platform is architected to enable agentic AI workflows while ensuring human supervision, compliance, and empathy remain central to engagement.
Harmony operates on three core principles: Intelligence, which enables AI-driven automation and adaptive decision-making; Unity, which ensures seamless orchestration across channels and systems; and Harmony, which enables human and AI collaboration with contextual continuity.
These principles translate into enterprise-critical outcomes including intelligent automation at scale, deep contextual personalisation, and end-to-end observability across every interaction.
At the heart of Harmony is a real-time customer memory layer that captures sentiment, intent, behavioural signals, and conversation state across voice and digital channels.
This enables both AI systems and human agents to operate with full conversational awareness, allowing dynamic adaptation based on context. The result is the elimination of repetitive conversations, faster resolution times, and truly personalised engagement at scale.
Harmony introduces Exotel’s Agent Monitored Contact Center model, powered by Human-in-the-Loop supervision. Human agents can monitor AI-led interactions and intervene seamlessly when required, ensuring emotional intelligence, regulatory compliance, and accuracy.
Key capabilities include Conversational Quality Analysis, which evaluates AI and human interactions in real time for compliance, sentiment, and performance. OneAssist for Agents provides live recommendations, next-best actions, automated summaries, and knowledge assistance during interactions. These capabilities enable predictive supervision and continuous optimisation.
Together, these components create a continuously learning CX system that improves performance over time while maintaining enterprise-grade governance.
Harmony enables organisations to achieve up to 60 percent automation, deliver 15 to 20 percent productivity gains, and maintain 99.9 percent uptime.
This is particularly critical in markets such as the UAE and Saudi Arabia, where data sovereignty, regulatory adherence, and governance requirements remain top priorities.
“Harmony represents the evolution from isolated automation to intelligent orchestration,” said Sachin Bhatia, Co-Founder and Chief Growth Officer, Exotel.
“As enterprises prepare for a future where AI agents operate at scale, the focus must shift from deploying more AI agents to building unified systems that ensure context continuity, supervision, and empathy. Agentic AI must function within a cohesive architecture. With Harmony, AI strengthens human capability rather than replacing it.”
Exotel’s AI-led CX orchestration capabilities have been strengthened through its strategic acquisitions of Ameyo and Cogno AI. These integrations combine advanced contact centre infrastructure, conversational AI expertise, and scalable cloud communications into a single enterprise-grade platform.
Globally, Exotel powers 25 billion customer interactions annually, including 4 billion AI-driven conversations, serving more than 7,000 enterprises worldwide.
With the regional launch of Harmony, Exotel positions itself not just as a communications solutions provider, but as a strategic CX transformation partner for enterprises in the Middle East. Harmony enables AI-driven efficiency at scale while preserving continuity, empathy, and control in customer engagement.
In today's dynamic business landscape, customer expectations are constantly evolving. Businesses face the challenge of balancing the need for increased revenue, optimised costs, and exceptional customer experience (CX). Exotel steps forward as your transformative partner, offering a comprehensive AI-powered communication solution designed to address all three!
We leverage the cutting edge of AI to create co-pilots. These intelligent assistants seamlessly integrate across all communication channels (omnichannel), enabling hyper-personalized interactions with every customer. Imagine empowered agents receiving real-time guidance, leading to faster conversions and improved lead nurturing.
Exotel's impact extends far beyond the agent experience. AI co-pilots automate repetitive tasks, freeing up valuable resources and reducing operating costs. Additionally, AI-powered self-serve options empower customers to find answers independently, boosting overall CX. Exotel goes beyond just technology. We partner with you to craft customised solutions that unlock the true potential of AI-driven communication.
Let Exotel be your guide through the ever-changing business landscape and a partner for all things from customer engagement to customer experience. We'll help you achieve your unique goals while empowering every conversation like a friend.
For more info, visit: https://exotel.com
