Case Study: Etihad Airways achieves faster, more efficient employee service with Wavetec's Wavesphere solution

Wavetec’s Queue Systems help Etihad Airways Speed-Up its Employee Service Centre

Etihad Airways, the UAE national airline, faced severe overcrowding and long waits at its Employee Service Centre as HR staff struggled to serve a diverse, global workforce. To address frustrated employees and inconsistent service levels, Etihad engaged Wavetec to implement a customer flow and engagement solution — deploying its Wavesphere suite including a Queue Management System, digital signage and feedback tools.

Wavetec installed interactive dual‑printer kiosks, bilingual counter displays, Donatello digital signage and the Opinion Plus feedback unit, all integrated into a centralized real‑time reporting and KPI dashboard. The Wavetec solution organized queues, engaged waiting staff with live information, and measured service via feedback and alerts, resulting in clearer flow, reduced uncertainty and improved operational efficiency with managers able to monitor performance and respond quickly when service levels fall.

Etihad Airways