ADNEC upgrades Call Centre System to meet growing customer demand

Abu Dhabi National Exhibitions Company (ADNEC) has announced the upgrading of its call centre system to include advanced interactive features. ADNEC’s initiative comes as part of its ongoing efforts to offer state-of-the-art facilities and technologically advanced services that match the dynamic needs of customers while complementing its growing status in the events marketplace worldwide.

ADNEC’s upgraded call centre system provides web-based operation screens, multiple interactive voice response (IVR) options, and a queue management system that segregates calls between female and male staff through channels such as sequence distribution and equal random distribution.

The call centre system also allows the possibility of looping recorded voice messages and interactive selections prior to the operator responding to a call. It additionally allows the employee to use the recorded message feature when the customer is kept on hold. An employee assessment survey can also be activated at the end of each call.  

In addition, the programme allows an approximate two minute waiting time before a call is answered. Upon the lapse of this time frame, the call is automatically routed to the interactive voice response (IVR) or Call Centre Director. As a value-addition, the system enables free technical support service to link international calls when necessary. Alternatively, the caller also has the option to leave a recorded voice message.

Salah Al Jaeedi, Chief Financial Officer at ADNEC, said: “ADNEC is committed to catering to every sort of query or requirement that customers may have. Our latest effort to upgrade our call centre system is part of a strategy to provide enhanced convenience to all customers that wish to connect and communicate with us. Our client base includes exhibitors and event organisers, as well as participating companies and the general public. We are confident that our team at the call centre will prove its high calibre through delivering quality service.”

Al Jaeedi added: “The new call centre system that has been adopted by ADNEC was developed by Interactive Intelligence (ININ), a leading provider of call center software and technology solutions for large corporations, both local and international. The process required a dedicated team from ADNEC to develop a tailored programme that serves the needs of our MICE industry and customer demands. The voice messages of the programme have been created and recorded in the company internally to reflect the spirit and identity of ADNEC.”

The updated call centre system has the facility to record outgoing and incoming calls.  It also allows the Call Centre Director to enter a conversation while the call is in progress. The system additionally diverts calls department-wise.

The new unified communications interface allows ADNEC to add 64 fixed-lines to the existing 128 connections, and make an infinite number of transfers. The system could be linked to laptops, mobile phones, faxes and landlines that in turn will help reduce any cost on the customer’s behalf. Furthermore, it is now possible for ADNEC to log and provide data reports on each call detailing the date, time and duration.

ADNEC has achieved significant milestones till date as a strategic international venue development and management company that promotes Abu Dhabi as a prime MICE destination. The company has also been an early adopter of the latest technologies. Embracing state-of-the-art systems and processes to make its call centre more dynamic is in line with its strategic objectives that align with the Abu Dhabi Economic Vision 2030.