Focus Telecom, a portfolio company of MCI Capital, has merged with Systell to form a new brand: Welyo. Alongside this rebranding comes a fresh business strategy focused on AI-driven technologies, automation, and enhancing both customer (CX) and employee (EX) experiences.
This transformation responds to rapidly evolving consumer expectations and global trends in customer service. Building on Focus Telecom’s long-standing expertise in delivering Contact Center as a Service (CCaaS) solutions, Welyo is expanding its offering, combining advanced technology with a human-centric approach to relationships. At its core is CXaaS HUB, a modern multichannel customer support platform that eliminates the need for complex infrastructure or large support teams.
Meeting the Demands of the Digital-First Era
Today’s customers expect seamless, fast, and accessible contact with brands—anywhere, anytime, and through any channel. According to recent studies, 73% of consumers cite service quality as the primary factor in brand loyalty. Welyo addresses this need by providing companies with plug-and-play tools for professional-grade customer service from day one, requiring no complex implementation or high upfront investment.
With real-time AI, Welyo enhances agent support, enables sentiment analysis, streamlines workflows, and boosts overall team efficiency.
A Fast-Growing Market and a Scalable Solution
The Polish CCaaS market is growing at over 15% annually, with projections estimating its value could reach PLN 750 million by 2028. As businesses realize that customer service is no longer just about answering calls, Welyo offers a comprehensive response—integrating all communication channels, understanding user needs, and enabling rapid responses.
Welyo delivers full operational control through advanced analytics and intuitive dashboards, offering flexible, scalable solutions for both large enterprises and mid-sized companies.
“Welyo’s mission is to empower brands in crafting meaningful customer experiences,” said Daniel Szcześniewski, CEO of Welyo. “We aim to be a trusted partner to businesses that recognize productivity and customer satisfaction should go hand in hand. Welyo brings these two worlds together by providing technology that enhances team efficiency while building personalized, valuable relationships.”
Real Business Impact Through AI
Welyo’s AI-powered solutions can increase team efficiency by up to 12% and improve service quality by 8.5%. Companies that modernize their customer service processes report productivity gains as much as 2.4 times greater than their competitors. Welyo provides these capabilities in an immediate-access model, allowing businesses to make significant quality leaps without the burden of costly deployments or lengthy rollouts.
“This rebrand is more than just a name change—it signals a bold step into a new growth phase,” said Paweł Sikorski, Investment Partner at MCI Capital. “Welyo is focused on innovation, scalability, and flexibility to better meet changing market demands. With the rising importance of AI in contact centers, Welyo is ideally positioned to lead this transformation.”
A Partner in Digital Transformation
Welyo is not just a technology provider—it positions itself as a strategic partner in building lasting, high-value customer relationships. Its new strategy emphasizes continued growth, scalability, and usability, offering robust support to organizations navigating digital transformation in customer engagement.
Source: CEO.com.pl
