SentiVue was accelerated and funded by AceON Accelerator.
Mohamed Hani ElMasry, CEO of SentiVue, spent more than 15+ years inside contact centers climbing into data-analytics roles. Those years built his deep empathy for agents and managers and handed him a list of problems that begged for a fix.
The “aha moment” came when he was leading the global workforce and data analytics department, and every time a client asked for a higher sampling rate they had to hire more people to listen. It felt absurd. He also realized survey response rates barely scratched the surface - it was the moment that flipped the switch for SentiVue.
Enhancing the contact center experience and turning noise into knowledge
SentiVue transforms contact centers´ noise into actionable insights. It is a cloud platform that analyzes all customer interactions – calls, chats, and emails – leveraging AI to provide contact center leaders with clear, usable insights from the raw data. The team focuses on BPO providers and large in‑house service teams that handle millions of conversations and feel the pain most.
What´s the struggle that SentiVue´s clients need to solve?
- insufficient data collection,
- outdated evaluation methods,
- fragmented systems preventing them from grasping the complete customer experience,
- losing customers to competitors without knowing the underlying reasons.
SentiVue delivers 100% coverage, instant performance scorecards, and live sentiment trends, which lifts quality, trims churn risk, and frees analysts to coach instead of count. The uniqueness of this platform lies in its ability to blend audio and text analysis, complete a scorecard setup in a single day, and allow users to ask the data plain-language questions - something rivals rarely offer all in one.
AI is the way
Let’s imagine an example where SentiVue can help effectively – mental health helpline. Counselors handling depression-related calls on a helpline often carry significant emotional weight. SentiVue´s AI listens with empathy for signs of fatigue, stress, or shifts in tone, gently flagging when a counselor might need a moment to recover. This protects both the caller and the counselor, ensuring a safe, effective, and compassionate support system.
Mohamed finds the rise of AI an exciting trend. “The shift feels like the jump from feature phones to smartphones. Teams that ignore this wave could end up like Nokia or BlackBerry,” he adds.
At SentiVue, AI is a core part of the platform - every transcript runs through AI pipelines for sentiment analysis, topic extraction, and scorecard generation. The next frontier is enabling customers to chat with their historical interactions in real time.
Overcoming early start-up challenges - how the CEO navigated the roadblocks
The first spark of SentiVue appeared in 2022, and the first proof of concept began in mid-2024. From the start, Mohamed’s approach was to build while listening to potential clients. By reaching out to former clients and managers, he gathered wish-lists while shaping the prototype. Early conversations kept him grounded and forced every feature to earn its place.
A co‑founder split that made Mohamed a solo founder overnight
Mohamed built the first prototype with a co-founder, but they later realized their visions were heading in different directions. They mutually agreed to part ways, and Mohamed took full ownership of the roadmap. The gap in technical capacity was real, so he leaned on Refaie - a trusted engineer who had already helped strengthen the product - and also brushed up his own coding skills to ensure progress never stalled.
Enterprise sales cycles that outstretch a solo founder’s calendar
The ideal customers are BPOs and big in‑house service teams. Their buying cycle can stretch for months, and each proof of concept needs hands‑on care. Juggling four POCs at once pushed Mohamed´s limits. To cope he built a lightweight playbook: templated onboarding docs, clear weekly milestones, and a Friday progress note for every client.
Finding cost‑effective ways to stay in front of customers
Events like Web Summit, South Summit, and similar gatherings opened many doors for SentiVue, but the costs of tickets, travel, and booths quickly add up. Mohamed began looking for a more cost-effective growth engine:
- LinkedIn outreach: short, value-focused messages to CX leaders who align with SentiVue’s ideal customer profile (ICP),
- regular thought-leadership posts that clearly demonstrate how SentiVue improves coverage and reduces churn,
- partnerships with market leaders,
- making SentiVue Analytics available on various marketplaces - such as Genesys PureCloud.
Channeling isolation
On a side note, Mohamed reminds that people often say the life of a solo founder is lonely, and he does not deny it, as it is undeniably true. Learning to channel isolation into clarity is a vital skill.
Customer acquisition and lessons learned
Every start-up has its own strategy for gaining clients, and sharing these strategies can be a great way to inspire other founders. For Mohamed, CEO of SentiVue, events and warm introductions have delivered the best results so far. Web Summit was a game‑changer, and the Unicorn Factory Lisboa network keeps opening doors.
Success depends on arriving with a tight plan knowing who to meet and why. Cold email blasts missed the mark - thousands sent, zero traction. Personalized LinkedIn outreach and targeted webinars are now in flight.
And what is his advice? Show the prospect a clear personal win, not just a corporate one.
Big vision for SentiVue
SentiVue Analytics we talked about in this article is the “chapter one”. SentiVue Connect lands this quarter. Beyond that, Mohamed sees a full CCaaS (contact‑centre‑as‑a‑service) ecosystem with real‑time guidance and workforce tools.
Take a look into SentiVue’s platform:
