Case Study: Dubai Municipality achieves scalable omnichannel engagement and higher customer satisfaction with Genesys PureConnect (Genesys)

Dubai Municipality leverages all-in-one customer engagement software suite as platform for ongoing contact center innovation

Dubai Municipality, a government organization serving Dubai’s 3+ million residents with urban planning, environmental protection and public services, needed a future-proof contact center to support 70 agents across multiple locations. They required a scalable, multi-tier solution with CRM integration, omnichannel engagement and native Arabic support to deliver personalized, accessible customer service.

Working with partner EMW, Dubai Municipality deployed the Genesys PureConnect platform for rapid, out-of-the-box Siebel CRM integration, native Arabic interfaces and easy scalability. The implementation added voice self-service, web chat, mobile app, callback/recorded-request options and powerful monitoring and reporting, boosting agent productivity and customer satisfaction while enabling ongoing expansion and customization.

Dubai Municipality

Ahmed Kajoor

Director of Information Technology Department