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News : MAWAQiF Uses Interactive Intelligence Contact Center Solution
DUBAI, United Arab Emirates, Oct. 15, 2013 -- 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 incoming and outgoing calls, 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.
The DOT's contract with IMUM for the management of parking spaces placed utmost importance to customer service and required that the CIC system meet a number of stringent Key Performance Indicators (KPIs). Of these, were the ability to natively offer dual language support (Arabic and English), to integrate with the client’s CRM system and display assimilated information on a single easy-to-read dashboard and to flexibly and dynamically modify the Interactive Voice Response (IVR) system so as to rapidly reflect necessary changes. In line with the DOT's employment policies, CIC caters to employees with special needs working either at the contact center or remotely.
"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 Mr. James Fraser, Operations Director at IMUM.
An important factor in the success of the implementation has been the CIC solution's flexibility in resource allocation. After insourcing the contact center, IMUM quickly realized that despite being a 24/7 service, call volumes peaked between 4pm and 10pm whereas the footfall at the customer service locations dropped during this period. Identifying this trend and utilizing the system's ability to connect customers to agents at these remote service locations through PC based 'soft phones' eliminated the need to hire additional agents who would have a lower utilization during off-peak periods.
The dynamic IVR system has also drastically helped cut down agent interactions and improved resolution times. This has freed up agents to attend to more unique customer problems.
Due consideration has also been given to future-proofing with the implementation planned out in 4 phases. In its second stage, scheduled for December this year, IMUM will broaden the scope of the contact center to support other customers and services of the DOT. This will entail scaling of the contact center which the Interactive Intelligence solution can accomplish with minimal effort.
"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.
Posted by Veronica Silva Cusi, news correspondent
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About Interactive Intelligence:
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide
Published: Thursday, October 17, 2013