Case Study: Critical National Infrastructure Authority achieves consistent SLA performance and answers every call within 3 rings with Enghouse Interactive's Arc solution

Delivering Outstanding Services with Enghouse Interactive

Critical National Infrastructure Authority (CNIA), the Abu Dhabi government body responsible for protecting vital infrastructure, faced growing call volumes that 14 telephone operators could not manage. After migrating to a Cisco PBX, CNIA’s legacy switchboard was incompatible and limited — operators maintained disparate contact lists, manually dialed numbers, and regularly failed to meet the three-ring answer SLA. To address this, CNIA selected Enghouse Interactive’s Arc Enterprise Premium operator console (Arc solution) for Cisco integration and Arabic-language support.

Enghouse Interactive implemented six Arc Enterprise Premium consoles and ten Call Connect positions with a shared central directory, intelligent call queuing, in-queue messaging, whisper paging, Arc Supervisor reporting and wallboard displays — all operable from any site for resilience. The Arc solution centralized contacts and extension status, reduced hoax calls, and dramatically improved first‑time transfers; CNIA now meets SLAs and answers every call within three rings, with operators able to monitor and manage performance across sites.

Critical National Infrastructure Authority

Omar Alshehhi

Captain Engineer