UAE-based facilities management service provider Emrill has successfully launched its next-generation customer engagement platform, powered by Genesys Cloud CX, in partnership with implementation specialist CS Infocomm.
The new platform is now live following a four-month transformation programme to migrate Emrill’s legacy contact centre to a modern, AI-enabled cloud-based solution.
The move to Genesys was driven by Emrill’s vision to enhance customer experience and operational efficiency. The new platform introduces advanced capabilities, including omnichannel integration, live call monitoring, screen recording and real-time analytics, providing teams with tools to support more seamless and personalised customer service across the organisation.
The platform redefines customer engagement by replacing fragmented and manual processes with a unified omnichannel system that integrates voice, email, web chat, social media and WhatsApp into a single agent desktop.
Through capabilities including intelligent routing, Interactive Voice Response setup, auto-dialer, live monitoring, performance dashboards and detailed reporting, the platform enables agents to deliver tailored customer experiences while providing real-time operational visibility.
By centralising interactions and customer history in one system, the Genesys Cloud CX platform eliminates the need for agents to switch between multiple screens, reducing handling times and improving first-contact resolution rates.
Within weeks of go-live, Emrill and mplus, Emrill’s home and property maintenance services division, have reported measurable improvements, including customer satisfaction (CSAT) response rates consistently ranging between 70 and 80 per cent and a reduction in escalations. Agents have also reported high adoption rates, citing the platform’s intuitive interface and enhanced functionality as key drivers of operational confidence.
Currently managing more than 4,000 customer interactions daily across voice, email, social media, web chat and WhatsApp, the platform enables Emrill to provide consistent and efficient support to customers across the UAE.
Post-launch, Genesys and CS Infocomm have continued to provide support and align on the future roadmap to ensure the platform evolves in line with Emrill’s long-term objectives.
Emrill’s CEO Stuart Harrison said: "The successful launch of our omnichannel contact centre marks another significant milestone in Emrill’s digital transformation journey. Partnering with Genesys has allowed us to implement a platform that unifies every customer touchpoint, giving our teams the tools and insights they need to deliver exceptional service efficiently and consistently. This initiative reflects our ongoing commitment to innovation and customer-centricity, ensuring we remain ahead of evolving customer expectations."
Hussain Saifuddin, Head of ICT at Emrill, said: "This project is a cornerstone in our vision to transform customer service through technology. By implementing Genesys Cloud CX, we have equipped our teams with advanced tools such as real-time analytics, intelligent routing and a unified agent desktop. These capabilities not only improve efficiency but also enable us to deliver more personalised and seamless experiences for our customers."
"The new contact centre platform is a core component of Emrill’s broader technology strategy, which focuses on leveraging automation, real-time analytics and AI to enhance service delivery, improve operational efficiency and strengthen customer relationships across all divisions," he added.