Barcelona, Spain – March 5, 2026
Globitel, a leading provider of customer experience and telecom software solutions, today announced the official global launch of Volai — its next-generation agentic AI Virtual Agent for Voice and Chat — at Mobile World Congress 2026 in Barcelona.
The unveiling marks a defining moment for Globitel and for the contact center industry across the Middle East and beyond. Volai is engineered to replace legacy IVR systems and scripted chatbots with intelligent, outcomes-driven conversations that genuinely resolve customer issues — not merely respond to them.
Unlike conventional virtual agents that follow rigid decision trees, Volai employs an agentic AI architecture in which a Master Agent dynamically routes every customer request to the most appropriate specialized sub-agent — whether for billing inquiries, technical support, account management, or other domains. The platform then takes action: completing requests through live API execution, handing off to a domain specialist, or escalating to a human agent with full contextual continuity.
“Volai represents a new era of customer engagement where AI doesn’t just respond, but understands, acts, and resolves. We are redefining how organizations connect with their customers through truly intelligent automation.”
Samer Halawa — Vice Chairman, Globitel
Designed for the Region, Built for the World
Volai is purpose-built for Arabic-speaking markets. The platform understands and responds in Arabic and English across multiple regional dialects — without forcing callers into scripted menus or artificial phrasing. Human-like text-to-speech ensures interactions feel natural, familiar, and genuinely agent-like, regardless of dialect or channel.
Support is delivered through a unified orchestration layer spanning voice (SIP/WebRTC for inbound and outbound) and digital channels including web, mobile, and messaging platforms such as WhatsApp. Volai’s built-in outbound automation capability enables AI-driven proactive campaigns with configurable voices, scheduling, and rich post-call analytics.
Enterprise-Ready from Day One
Volai integrates with existing enterprise infrastructure — including CRM, billing, customer profiles, ticketing systems, and RPA tools — via secure APIs. Telecom operators can connect directly to their Automatic Call Distribution systems via SIP. Delivered as a cloud-hosted SaaS platform, the solution is designed for fast time-to-value, with no requirement to rebuild or replace existing environments.
The platform provides comprehensive analytics dashboards covering automation and containment rates, call and chat volumes, escalation trends, and full transcripts and recordings — giving operations teams complete visibility and control over performance.
About Globitel
Globitel is a leading provider of innovative software solutions specializing in customer experience management and telecom systems, with more than three decades of industry experience. With a focus on AI-driven technologies and a commitment to quality, Globitel delivers transformative outcomes for clients across the Middle East. The company combines deep domain expertise, adaptability, and a passionate team dedicated to redefining industry standards in customer engagement.
To request a live demo of Volai, visit globitel.com/volai-demo or contact the Globitel team directly.