GEC NEWS WIREAbu Dhabi Parking System Delivers Exceptional Customer Service by Standardizing on CIC Contact Center Solution
Iris Modern Urban Management (IMUM), the company tasked with the management of Abu Dhabi’s paid parking system, MAWAQiF, has announced that it has been utilizing the Customer Interaction Center (CIC) contact center solution from Interactive Intelligence Group Inc. to handle in excess of 30,000 incoming and 10,000 outgoing calls per month and deliver an exemplary level of customer service excellence. The system which supports agents in both the dedicated contact center as well as remote customer service locations has been integrated with the central CRM system of Abu Dhabi’s Department of Transport (DOT) allowing for seamless flow and access to information. The implementation was carried out by Interactive Intelligence’s partner EMW.
“We had initially outsourced the contact center but soon realized that in doing so we were losing out on a wealth of knowledge in the form of feedback of our customers. A thorough evaluation of the solutions available in the market and the confidence instilled in us by Interactive Intelligence’s regional partner EMW led us to select the CIC solution. In just three months of running the solution, we have seen how much more efficient it has made our operations and how much it has improved the service experience for our customers,” said James Fraser, Operations Director at IMUM.
“We take pride in knowing that our solution has helped revolutionize IMUM’s customer service. As paid parking is an enforced expense, helplines for the same typically attract dissatisfied customers. To hear that the service is regularly praised and complimented by both the DOT and customers alike is therefore a testament to the efficiency and capabilities of our solution,” said Shaheen Haque, Territory Manager, Middle East & Turkey at Interactive Intelligence.
