Dubai Municipality

Municipality leverages all-in-one customer experience platform for ongoing contact centre 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 centre platform that could be easily adapted to deliver a personalised customer experience.

The Genesys PureConnect™ platform 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, 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.

Benefits

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

Challenges

  • Build a future-proof multi-tier contact centre that can scale and support multiple locations
  • Provide easy integration with CRM for a personalised 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

Live Assistance

Live Assistance