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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.
The DOT’s contract with IMUM for the management of over 95,000 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. Of the over 30,000 calls received per month, just over 11,000 are forwarded to agents while the remaining ones are managed by the IVR itself. This has freed up agents to attend to more unique customer problems. The contact center now registers over 10,000 call backs per month which has been instrumental in improving the customer service experience.
Mr. Fraser comments, “After insourcing the contact center and standardizing upon the system from Interactive Intelligence, there has been an almost exponential increase in the number of incoming and outgoing calls although the number of parking spaces we manage has itself not increased.”
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.
Key Features of the CIC implementation:
- Interactive voice response (IVR)
- Speech Recognition in Arabic and English languagesSkills-based routing for all media types (calls,emails,chats,web callback etc…)
- Exceptional Multi-Media ACD capabilities
- Screen pop, embedded Call Controls into CRM applications.
- Screen Capture (recording) of Agent Desktop
- Complete customization of interaction flows
- Tight Microsoft dynamic CRM integration
- User-definable alarms that allow supervisors to be alerted when important conditions occur
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Abu Dhabi International Airport - 41°F
