Emrill Unveils GenNext Omnichannel Contact Centre in Strategic Endeavor to Enhance Customer Engagement
In a significant advancement for customer engagement practices, Emrill, a leading facilities management service provider located in the United Arab Emirates, has officially launched its next-generation omnichannel contact centre. This innovative platform, developed in collaboration with implementation specialist CS Infocomm and powered by Genesys Cloud CX, represents a substantial upgrade from its predecessor and marks a pivotal step in Emrill’s ongoing digital transformation journey.
After a comprehensive four-month transformation program, Emrill successfully migrated its legacy contact centre to a modern, AI-enabled cloud-based solution. This strategic move underscores Emrill’s commitment to enhancing customer experience and streamlining operational efficiency in an increasingly competitive market.
The new contact centre platform is equipped with sophisticated features designed to enrich the customer service experience. An integral aspect of this initiative is the implementation of an omnichannel integration system, which consolidates communication across various platforms such as voice, email, web chat, social media, and WhatsApp into a singular agent desktop. The removal of fragmented and disparate processes allows for a seamless engagement experience, allowing customer service representatives to interact with clients in a more cohesive manner.
By utilizing advanced capabilities such as intelligent routing, Interactive Voice Response (IVR) setup, auto-dialer functionality, and live performance monitoring, the platform offers agents essential tools to provide tailored customer experiences. Real-time analytics and performance dashboards further enhance operational visibility, enabling agents to respond to customer queries and issues more effectively.
Emrill’s transition to the Genesys Cloud CX platform eliminates the cumbersome need for agents to navigate multiple interfaces. This centralization of interactions and customer data not only accelerates handling times but also significantly improves first-contact resolution rates—a key metric in customer service effectiveness. Within weeks of launch, the results have been promising. Both Emrill and its home and property maintenance division, mplus, reported customer satisfaction (CSAT) response rates consistently between 70 and 80 percent, alongside a notable reduction in issue escalations. Agents have also embraced the new system, indicating that its intuitive interface and robust functionality have increased their operational confidence.
The scalability of Emrill’s new contact centre is particularly noteworthy, as it currently manages upwards of 4,000 customer interactions daily, showcasing its capability to provide consistent and efficient support across the larger UAE region. This capacity allows Emrill to maintain high levels of customer service quality, thus solidifying its competitive advantage in a dynamic landscape.
Furthermore, the partnership with Genesys and CS Infocomm extends beyond the initial launch phase. Both companies continue to collaborate closely to align on future developments and enhancements for the platform, ensuring that it evolves in accordance with Emrill’s long-term strategic objectives.
Emrill’s Chief Executive Officer, Stuart Harrison, characterized the launch of the new omnichannel contact centre as a landmark achievement in the company’s digital transformation endeavor. “Partnering with Genesys has enabled us to implement a platform that unifies every customer touchpoint. This provides our teams with the necessary tools and insights to deliver exceptional service in an efficient and consistent manner. Our commitment to innovation and customer-centricity is paramount in an era where consumer expectations continuously evolve,” he remarked.
Hussain Saifuddin, Emrill’s Head of ICT, articulated the project’s significance in the broader context of the company’s technology strategy. “By integrating Genesys Cloud CX, we have augmented our team’s capabilities with advanced functionalities such as real-time analytics and intelligent routing. This enhances not just operational efficiency but allows us to provide more personalized and seamless experiences for our customers,” Saifuddin emphasized.
In conclusion, Emrill’s latest venture signifies more than just an upgrade to a contact centre; it symbolizes a commitment to leveraging cutting-edge technology to improve customer service and operational performance within the realm of facilities management. As the UAE continues to position itself as a global hub for business innovation and excellence, Emrill’s strategic initiatives not only reflect the company’s vision but also contribute to the broader narrative of digital transformation within the region.
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