Unicommerce Esolutions has announced a strategic partnership with Naqel Express, a prominent logistics service provider, to strengthen e-commerce logistics infrastructure in Saudi Arabia. This collaboration marks a significant step in expanding cross-border trade capabilities between India and the Gulf Cooperation Council (GCC) region.

Strategic Partnership Overview

The partnership between Unicommerce Esolutions and Naqel Express focuses on enhancing the e-commerce logistics ecosystem in Saudi Arabia. The collaboration aims to leverage both companies' expertise to create more efficient supply chain solutions for businesses operating in the region.

Cross-Border Trade Enhancement

The partnership specifically targets facilitating cross-border trade operations between India and Saudi Arabia. This initiative is expected to streamline logistics processes for businesses engaged in international e-commerce activities between the two countries. The collaboration will provide enhanced connectivity and operational efficiency for cross-border transactions.

GCC Market Expansion

Through this partnership, the companies will offer expanded delivery points across GCC markets. This expansion represents a strategic move to strengthen the logistics network in the Middle Eastern region, providing businesses with improved access to key markets in the Gulf region.

Market Implications

This partnership positions both companies to capitalize on the growing e-commerce sector in Saudi Arabia and the broader GCC region. The collaboration combines Unicommerce's technology platform expertise with Naqel Express's established logistics infrastructure in the Middle East, creating a comprehensive solution for e-commerce businesses operating in these markets.

Unicommerce eSolutions 's marketing automation platform Convertway has launched 'Catalyst', a bilingual AI voice agent designed to tackle one of e-commerce's most persistent challenges—abandoned shopping carts. The automated voice-calling solution aims to recover lost sales by engaging customers in real-time, human-like conversations when they abandon their checkouts.

Addressing Critical E-commerce Challenge

The launch comes as cart abandonment rates continue to surge globally, presenting a significant revenue recovery opportunity for brands. The statistics paint a clear picture of the challenge facing the industry:

Many customers abandon their carts not due to lack of purchase intent, but because they need clarity on delivery timelines, product details, pricing, or payment options. Traditional follow-up methods through SMS or WhatsApp often fail to address these concerns in real-time, creating a gap that Catalyst aims to fill.

Key Features and Functionality

Catalyst offers comprehensive capabilities designed to maximize conversion recovery:

• Instant outbound calls triggered by customer checkout abandonment
• Real-time responses to customer queries and concerns
• Natural voice conversations with human-like interaction quality
• Contextual awareness of specific products and current offers
• Built-in objection handling to address common purchase hesitations
• Bilingual support in Hindi and English with automatic language switching

Targeting India-Specific Challenges

The solution specifically addresses structural challenges in the Indian e-commerce market, particularly the high dependence on cash-on-delivery (COD) payments. COD orders typically result in higher return-to-origin rates, delayed cash flows, and increased logistics costs. By engaging customers immediately after order placement, Catalyst seeks to resolve trust and payment-related concerns while improving overall fulfillment efficiency.

The AI voice agent also enhances marketing broadcast campaign effectiveness by enabling two-way interactions, unlike the largely one-way nature of SMS and WhatsApp communications. This allows brands to respond to customer questions in real-time and drive clearer purchase completion actions.

Leadership Perspective

Commenting on the launch, Kapil Makhija, Managing Director and Chief Executive Officer of Unicommerce, stated: "As India's digital commerce ecosystem moves beyond early adopters, real-time conversations are becoming critical to conversion. AI enables brands to engage customers at moments of intent and hesitation and reduce revenue leakage while improving customer experience."

Company Background

Unicommerce operates a comprehensive e-commerce solutions ecosystem serving over 7,500 clients across India, Southeast Asia, and the Middle East. The company's flagship platform Uniware achieved an annualized transaction run rate of over 1 billion order items in Q3 FY25. Notable clients include FabIndia, Lenskart, Timex, Mamaearth, Sugar, Emami, Urban Company, boAt, and Healthkart.

With this launch, Convertway aims to help Indian e-commerce and D2C brands improve conversion efficiency and strengthen customer trust through timely, AI-driven voice interactions.