Sergas partners with e& enterprise to upgrade operations with AI, secure-by-design systems, and smarter customer comms
January 13, 2026
Sergas, a UAE-based gas system provider, signed an MoU with e& enterprise to modernize core operations. The plan centers on a Security Operations Centre (SOC), an A2P communications platform, and an AI-driven contact center - all working together to improve reliability, security, and customer experience.
The scope is clear: fewer outages, faster responses, cleaner handoffs between teams, and communication that reaches customers on the channels they actually use.
Why this matters for Operations
- Stronger detection and response reduce downtime and protect customer data.
- Unified messaging trims manual work, speeds up notifications, and keeps customers informed without extra headcount.
- AI-assisted support smooths demand spikes, improves consistency, and shortens time-to-resolution across channels.
- Centralized tooling means better observability, cleaner workflows, and clearer accountability.
What's in the stack
Next-Generation SOC (by HELP AG)
Delivered by HELP AG, an e& enterprise company, the SOC brings advanced threat detection and rapid incident response. For Ops, this means fewer service disruptions, tighter incident workflows, and faster recovery when issues hit production.
EngageX A2P Communications Platform
SMS, email, and WhatsApp sit in one hub so Ops can automate service notices, send targeted alerts, and personalize at scale. Think billing reminders, maintenance windows, safety advisories, and service updates - sent through the channel customers prefer and logged for auditability. Connect it to CRM and billing to remove manual steps.
AI-Driven Contact Center
Customers get 24/7 self-service, omnichannel support, and smarter routing. Ops gets lower call volumes on repeat issues, better workforce management, and more consistent first-contact resolution across phone, chat, and digital channels.
Executive context
e& enterprise says the collaboration strengthens payments, security, customer engagement, and AI-driven service delivery - enabling faster innovation and sharper response. Sergas frames this as a step to accelerate digital transformation with AI, optimize operations, and cut emissions under the UAE's supportive regulatory environment.
KPIs to track from day one
- Security: Mean time to detect (MTTD), mean time to respond (MTTR), incident count by severity, false positive rate, and service impact minutes.
- Reliability: Uptime, change failure rate, and time to restore service.
- Contact center: First contact resolution, average handle time, abandonment rate, queue time, and CSAT/NPS.
- Communications: Delivery rate, read rate, opt-out rate, time-to-notify for incidents, and template approval SLAs (e.g., WhatsApp).
- Financials: Cost per contact, cost per notification, and avoided downtime value.
Implementation notes for Ops leaders
- Integration map: Define data flows between SOC tooling, CRM, billing, contact center, and messaging. Remove duplicate systems early.
- Runbooks and RACI: Standardize playbooks for high-severity incidents and customer-impacting events. Make escalation unambiguous.
- Data governance: Restrict access by role, log every action, and set retention policies that meet regulatory requirements.
- Channel strategy: Prebuild templates for billing, maintenance, and incident comms. Localize language and define opt-in/opt-out flows.
- WFM and training: Upskill agents for AI-assisted workflows and create feedback loops to fine-tune automations.
- Resilience: Test failover paths for SOC tooling and contact center systems; schedule regular tabletop exercises.
- Vendor management: Lock in SLAs for response times and issue escalation. Align reporting cadence with your governance rhythm.
What Ops teams can do next
- Baseline current metrics (MTTR, FCR, delivery rates) to prove impact after rollout.
- Prioritize two or three high-volume use cases for automation (e.g., payment reminders, outage notifications, password resets).
- Pilot omnichannel support with one product line, then expand once KPIs improve.
- Embed security signals into on-call workflows so responders see context immediately.
Resources
Security framework reference: NIST Cybersecurity Framework
Building AI capability across Ops roles: AI courses by job
Bottom line: this partnership gives Sergas a practical path to tighter security, faster response, and customer communications that actually move the needle - the outcomes Ops teams are measured on.
Your membership also unlocks:
