Case Study: Emirates Airline streamlines global customer flow and cuts wait times with Wavetec

Wavetec facilitates Emirates in Managing their customer flow at 71 different stations around the globe

Emirates Airline engaged Wavetec to streamline customer flow and service quality across its global network, deploying the Wavetec Enterprise Queue Management Solution (EQMS) and Smart Kiosks at 71 stations worldwide. Emirates needed a scalable, centrally managed system to reduce actual and perceived waiting times, benchmark service levels and staff KPIs across locations, display targeted promotions in waiting areas, and route customers to appropriately skilled staff.

Wavetec delivered an end-to-end solution — touch-screen ticketing kiosks with priority calling and bilingual routing, dual-printer redundancy, integrated digital signage, and a central reporting platform with a live manager dashboard and secure web access. The Wavetec system enables Emirates’ Dubai HQ to monitor all Wavetec-connected branches, provides HR and service-quality teams with actionable performance data, speeds problem detection and response, improves resource allocation, and has measurably reduced wait times while enhancing the customer experience.

Emirates Airline