Egypt's Minister of Communications and Information Technology, Dr. Amr Talaat, announced a new licensing framework aimed at bolstering Egypt's position as a global leader in the outsourcing industry. This initiative grants licenses to seven major companies, including Vodafone International Services, Raya CX, Telecom Egypt's Xceed, Concentrix, Capgemini Egypt, Genpact Egypt, and TTEC Egypt, to establish and operate call centers within Egypt. The move reinforces Egypt's competitive edge as an IT Offshore destination, backed by robust regulatory support, skilled talent, and a commitment to advancing digital services.
In his speech, Dr. Amr Talaat, Minister of Communications and Information Technology, emphasized that the relationship between the Ministry of Communications and Information Technology (MCIT) and the companies operating in the outsourcing sector is a successful partnership, which aims at improving the outsourcing industry in Egypt and enhancing its position as an attractive destination for companies in this industry. He also highlighted MCIT's commitment to maintaining an ongoing dialogue with companies and working to overcome any obstacles they may face. Furthermore, Dr. Amr Talaat pointed out that outsourcing is a massive global industry, with around 200 international companies from different countries operating in the outsourcing sector in Egypt. This industry is witnessing significant strides and an influx of companies establishing or expanding their centers in Egypt, given the country's numerous competitive advantages, including skilled and trained human resources, he added.
Dr. Amr Talaat also added that this launch represents a significant step towards the development of outsourcing industry. It also represents a new addition to the ongoing cooperation and dialogue between MCIT, its affiliated entities, and outsourcing centers. Moreover, he highlighted the efforts exerted by MCIT, NTRA and ITIDA to facilitate the operations of outsourcing companies in Egypt. This includes responding to the companies' requests to allow them to use Voice over Internet Protocol (VoIP) technology. He explained that in order to simplify the procedures for companies in dealing with government entities and ensure communication through a single point of contact, it was agreed that NTRA would be the entity responsible for liaising between government entities and outsourcing companies to facilitate the process of obtaining necessary permits and approvals.
On his part, Eng. Mohamed Shamroukh, NTRA's Executive President, stated that the issuance of these licenses is part of the State's efforts to attract foreign investments to ICT sector. It also comes within the framework of the NTRA's strategy to foster the regulatory environment for call centers industry in Egypt, which is a fundamental step to ensure quality and competitiveness in this growing field. Eng. Mohamed Shamroukh also pointed out that over the past year, NTRA had worked on establishing a comprehensive regulatory framework that aligns with international standards and helps companies provide their services at the highest levels of efficiency. He also confirmed that this regulatory framework allows specialized companies to adopt the latest technological means that support cross-border communications smoothly and effectively. He also pointed out that NTRA continues to develop the regulatory environment to ensure upholding this vital sector, support Egypt's ability to attract more investments, and contribute to creating new job opportunities in the rapidly growing outsourcing sector worldwide.
Furthermore, Eng. Ahmed El Zaher, CEO of ITIDA, highlighted that the new call center framework allows BPO companies and service providers to leverage advanced technologies, including Voice over Internet Protocol (VoIP), enhancing contact center operations and delivering high-quality services to global clients. El Zaher emphasized that these efforts are part of ITIDA's commitment to facilitating business in Egypt and creating a supportive environment for both international and local companies. Such initiatives boost investor confidence and reaffirm Egypt's commitment to accelerating digital economy growth and enhancing its global competitiveness in the offshoring industry.
It is noteworthy that in 2023, NTRA issued a regulatory framework specifically for call centers, aimed at organizing and developing this vital sector. Many companies operating in the call center outsourcing industry in Egypt have taken the initiative to regularize their status and apply for the necessary licenses to expand their activities. Additionally, more than 10 new companies have applied for licenses, which contributes to attracting additional investments, establishing new call centers within Egypt, and creating cumulative job opportunities for Egyptian youth in the promising outsourcing industry.
