Silah was founded in 2009 in response to the fragmented nature of the customer-facing solutions that existed in the public sector. At that time, the government relied on multiple small call centre pockets that were housed within individual ministries. These centres lacked focus and experience, only offered traditional voice channels and required repeated investment by the government.
With the establishment of Silah and the one-time investment in centralised contact centre infrastructure, government operational standards significantly improved. In 2010, the National Contact Centre (NCC) of Bahrain was created, implementing a shared CRM database that offered a personalised service, as well as a central hotline number (80008001) and multi-channel services.