Delivering Outstanding Services with Enghouse Interactive

In order to provide both its customers and staff with an efficient, professional call handling service, Critical National Infrastructure Authority (CNIA) decided to deploy a Cisco compatible operator console and complete the migration to a fully IP environment.

Background

CNIA employs over 4,000 staff located across multiple locations in Abu Dhabi and the United Arab Emirates. All calls to and within the organization are handled by 14 telephone operators who were struggling to cope with the increasing volume of calls and therefore failing to meet call handling targets.

Following the replacement of CNIA’s existing PBX telephony system with a new Cisco system, it became clear that the existing switchboard used by the operators needed to be replaced with a Cisco compatible solution that would provide an efficient, professional call answer and transfer service.

Enghouse Interactive’s Arc attendant console was recommended by Emirates Computers and chosen for its extensive functionality and integration with Cisco Unified Communications platforms.

Solution

Enghouse interactive provided 6 operator consoles and 10 Call Connect departmental answering positions with resilience, operator statistics, in-queue messaging and whisper paging to Cisco phone sets. CNIA was particularly impressed that the solution was available in Arabic and could be easily integrated with a central directory of contacts.

Results

Since the implementation there has been a dramatic improvement in the number of callers being put through to the right contacts, first time. A centralized directory has enabled operators to quickly and easily search for contacts across all CNIA’s sites and this also displays the status of every extension so operators can see if the person is on the phone or able to take the call.

Through Arc’s intelligent call queuing engine, calls can be identified and automatically routed to the most appropriate operator queue. Callers are also played a welcome message which has reduced the amount of hoax callers and wrong numbers getting through to operators, improving their productivity.

Captain Engineer Omar Alshehhi, Head of Networks at CNIA, explains “Arc has really changed how our operators handle calls from both internal staff, affiliated military groups and external callers. Operators at any of our sites can now identify callers and quickly connect them to the correct CNIA department or employee. We are also able to prioritize calls from senior staff and important clients, which creates an extremely efficient and professional impression.”

Captain Engineer Omar Alshehhi is also pleased with the reporting capability, which ensures that service levels are consistent across the sites and also displays valuable statistics on a wallboard, enabling operators to react quickly to changes in call activity before SLA’s are adversely affected.

Arc console is operable from any site on the organization’s IT network. This flexibility is key to CNIA’s future disaster recovery plan as it means that, in the event of an emergency, operators could continue to handle calls from an alternative location.

“We are delighted with the improvements in customer service that the Arc solution has provided. We consistently meet SLA’s and answer every call within 3 rings, delivering outstanding service to customers and employees,” continues Captain Engineer Omar Alshehhi. “The Arc solution has been so successful that other government organizations now visit our sites to understand how they can emulate our call handling services!”

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