Dubai Municipality

Municipality leverages all-in-one customer experience platform for ongoing contact center innovation

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.

The Genesys PureConnect™ solution offered native Arabic support that helped raise the quality of service through the introduction of new channels and useful features. Citizens have greater choice and benefit from telephone, webchat, 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.

Benefits

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

Challenges

  • 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
  • Omnichannel solution to support customers’ engagement preferences

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

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