Dubai Municipality serves a diverse population and is a major driving force behind the city’s development. To run effectively these vital public services needed a dependable contact center platform that could be easily adapted to deliver a personalized customer experience.

Offering native Arabic support Genesys PureConnect helped raise the quality of service through the introduction of new channels and useful features. Citizens have greater choice and benefit from telephone, web chat, and mobile based services.

Agents work more efficiently. Empowered with rich data and fresh insights, Dubai Municipality can also fine-tune experience, streamline processes, and increase customer satisfaction.


  • Enabled telephonic, web chat, and mobile application based customer support
  • Native Arabic support in solution and high degree of customization
  • Powerful monitoring and reporting capabilities optimized contact center and agent productivity

“PureConnect has allowed us to constantly introduce new features that increase agent productivity while simultaneously enhancing customer satisfaction.”

Mr. Kajoor
Director of Information Technology Department
Dubai Municipality



  • Build a future proof multi-tier contact center that can scale and support multiple locations
  • Provide easy integration with CRM for a personalized customer experience
  • Omni-channel solution to support customers’ engagement preferences