By Frances Woodworth, Deputy Site Leader at Orange Business Services, Egypt Major Center.
Our Orange Business Services presence in Egypt began in 2003, when we become one of the first multi-national companies in the ICT sector in Egypt to provide global network and IT services. We chose Egypt as the first global major service center location because it is geographically a central hub to Europe, Middle East, Asia, and Africa. Also, in Egypt, we are able to select highly technical professionals from a labor pool which introduces more than 500,000 candidates each year, with many being bi-lingual and tri-lingual.
Since 2003, we have evolved from a small support center to a well-rounded technology competency center driving digitalization and automation for our global business enterprise customers. Today in our Egypt center, Orange Business Services has more than 2,400 engineering and IT professionals engaged in in every aspect of our customer’s journey from pre-sales, consulting, solutions design, engineering, project management, implementation, and operations activities. Our Egypt center is now one of the Orange Business Services largest concentrations of staff in a single city, and it is the largest of our five global major service centers for Customer Service and Operations activities.
We are supporting more than 800 global enterprise businesses, 24×7, in 12 languages across many market verticals including banking, insurance, automotive, transportation, and healthcare.
In the last 4 years, we have had 35% growth in our staffing population. In 2018, we outgrew a new dedicated office building before even moving into it. We are investing in a second dedicated office building to accommodate the growth that is still occurring, particularly in our Multi Sourcing Service Integration (MSI), Software Defined Network (SDN), cloud, security, connectivity, unified communications, and smart city service areas. In Egypt, our Security Operations Center (SOC) is one six global security centers which monitor and respond to events 24/7/365. We have more than 200 Cloud professionals that are part of our global Orange Business Services community of 2,500 cloud experts and our own internal IT organization which supports all of our Orange Business Services employees globally is located in our Egypt facility.
What we do here in our Egypt center it is not just about networks, IT, the technology, and solutions, we also help our customers to shape their innovation. Our growth and success are a direct result of the high customer satisfaction, cost efficient services, and the dedication, commitment, and knowledge of our people in helping our enterprise business customers thrive. We bring this value through our people, who are experts and share a passion for what they do. With a culture that promotes agility and continuous improvement, and working very closely with our customers day-in and day-out, our people are knowledgeable of the business requirements, expectations, and constraints of the different markets in which we operate.
Diversity is important to us as diversity powers innovation. Our technical professionals come from a variety of backgrounds, ages, and industries. And 35% are female. This diversity, combined with the passion of our people in Egypt, helps to create an environment which is open, innovative, and inspiring. We have hundreds of employees who are actively engaged in a ‘Drive the Change’ program, where they volunteer their time and expertise with local schools and community to teach technical skills and develop language skills.
Our customers often visit us here at our Egypt center. Those visiting the first time are not sure what to expect from the country and the professional environment. They arrive with a bit of uncertainty. But they leave with an awareness and excitement that has been created by the high level of engagement, energy, commitment, and expertise of our staff.
Read this and other insights on the conditions and opportunities of co-operating with Egyptian based technology and business process partners and see who to contact locally with questions and support at the 2019 Destination Guide Egypt (2.0): https://www.outsourcing-destinations.org/outsourcing-guide-egypt/ (available as free download).
About the author: Frances Woodworth is the Deputy Site Leader for the Orange Business Services Egypt Major Center.
She also serves on the Board of Directors for the Egypt Center’s legal entity and is an Orange Business Services Compliance Officer. She has an extensive professional consulting, general management, and information technology experience.
She joined Orange Business Services in 1995, and has served in various global leadership roles in IT and Service Delivery based in the United States. During the past 10 years, she has been focused on development of activity within Egypt. She is currently establishing the Egypt Major Service Center’s MultiSourcing Service Integration (MSI) unit, a customer-centric, agile organization which operates, supports, and manages connectivity, unified communications, security compliance, and IT services in a multi-supplier environment. Her passion is people and developing leaders of the future.