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ADNEC upgrades its call centre system

New system serves needs of ADNEC's customers and the MICE industry

NEWS, Facilities Management, ADNEC, Cost savings, Helpdesk, Upgrade

Abu Dhabi National Exhibitions Company (ADNEC) has upgraded its call centre system to now offer advanced features that include web-based operation screens, multiple interactive voice response (IVR) options and a queue management system.

Interactive Intelligence (ININ), a call centre software and technology provider, developed the new call centre system, with inputs from a dedicated ADNEC team used to create a tailored programme that serves the needs of customers as well as that of the meeting, incentives, conferences and exhibitions (MICE) industry.

Salah Al Jaeedi, chief financial officer, 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.”

The updated call centre system has a number of useful new features, which include facilities to record incoming and outgoing calls and log data reports for each call.

The system also allows for free technical support service for linking international calls when necessary.

“Our client base includes exhibitors and event organisers, as well as participating companies and the general public,” Al Jaeedi said. “We are confident that our team at the call centre will prove its high calibre through delivering quality service."

The new unified communications interface allows ADNEC to add 64 fixed-lines to its existing 128 connections, and make an infinite number of transfers.

The system, which can be linked to laptops, mobile phones, faxes and landlines, will also help in reducing any costs on the customer's end.


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