INAYA Facilities Management Services has revolutionized their customer communications infrastructure by implementing a comprehensive cloud contact center solution. This transformation enables them to efficiently manage high volumes of interactions while maintaining excellent service delivery across their diverse portfolio of integrated facilities management services.
Headquartered in Dubai, UAE, INAYA Facilities Management Services is a prominent provider of integrated facilities management solutions. As the brainchild of UAE's prominent business group Belhasa, INAYA offers technical operations, maintenance, soft services, and sustainability development to keep buildings and communities operating at peak efficiency. Their strategic, flexible approach allows clients to source all facilities management needs under one roof.
As an expanding facilities management leader handling a rapidly growing client base across the UAE, INAYA faced operational challenges that impacted their service quality and business growth:
Communication Infrastructure Limitations: INAYA needed to streamline both inbound and outbound calling operations to serve their expanding client base. Their existing communication systems couldn't scale efficiently with increasing traffic volumes, creating potential bottlenecks in service delivery.
Customer Data Management: Without a unified CRM system, maintaining accurate customer tracking became increasingly challenging. Service agents lacked immediate access to customer information, potentially impacting service quality and response times.
Call Routing Inefficiencies: The absence of an automated routing and answering system created difficulties in managing high call volumes efficiently. Manual call handling processes reduced productivity and created inconsistent customer experiences.
To transform their service operations and address these challenges comprehensively, INAYA partnered with Ameyo to implement a cloud-based contact center solution:
Customized IVR Implementation: Deployed specialized IVR customizations for Closed User Groups (CUG), Value-Added Services (VAS), and Financial Management Services (FMS) hotlines, ensuring efficient call handling based on customer needs.
Integrated CRM Solution: Implemented a comprehensive CRM system providing agents with immediate popup access to customer data on incoming calls, enabling personalized and efficient service delivery.
Advanced Call Management: Developed a missed call alert system to ensure no customer interaction went unaddressed, while integrating with GSM gateway for streamlined communications across mobile networks.
Real-Time Analytics Dashboard: Created a comprehensive wallboard system providing graphical representations of productivity in real-time, complemented by the Reportika feature for generating customizable performance reports.
Significant improvement in call handling and routing efficiency Comprehensive tracking of all customer interactions Streamlined operations through integration with GSM and PRI lines
Real-time monitoring of contact center performance Comprehensive analytics through customized reporting Detailed quality metrics for continuous improvement
Enhanced satisfaction through responsive and personalized service Consistent service delivery across all communication channels Proactive management of customer interactions through missed call alerts
Data-driven decision making through comprehensive analytics Optimized resource allocation based on real-time performance data Reduced management time and effort through automated reporting
Our business requires us to manage a high-volume of interactions at any given point in time. In order for us to provide the right quality of service to our customers we needed a solution that was capable of meeting our requirements. AMEYO proved to be the right solution we were looking for. Effectively it has managed all of our communications with our customers as well as provided us with real time analytics, allowing us to keep track of our performance and make continuous improvements.
+91-808 8919 888
+91-808 8919 888
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