Cutting-edge solutions help over 500 customer service agents provide business-critical functions

Dubai, May 28, 2020:   Al-Futtaim Technologies has implemented mission-critical mitigation strategies for its contact centre customers. In collaboration with Genesys®, the global leader in customer experience and contact centre solutions, Al-Futtaim has enabled customers service agents to work remotely, ensuring they continue to provide important business functions during the global COVID-19 pandemic.  

Al-Futtaim Technologies has put into place secure and seamless remote working solutions using Genesys Cloud and Genesys Premises solutions. Customers across vital sectors including government, healthcare, financial services and aviation in the UAE have taken advantage of Genesys Rapid Response offer and Al-Futtaim’s #BeAloneTogether program to enable remote working capabilities for contact centre agents. 

As a result of its early intervention, over 500 contact centre customer service agents are remotely ensuring they continue to provide important business functions.

Murali S., Managing Director of Al-Futtaim Engineering & Technologies, said, “Before the early signs of the COVID-19 impact on businesses, our team looked at global trends from the major hotspots and engaged with our customers early to ensure business continuity in a seamless and timely manner. As part of our regional #BeAloneTogether program and in line with the group’s efforts, we are committed to supporting communities and our partners in these challenging times. Our customers, staff and associates are at the forefront of our operations and we are dedicated to ensuring that their health and safety. 

“We also want to thank our silent heroes – customer service agents who are working tirelessly to contribute towards ensuring that our customers and their business operations have minimal impact. Our team put into place a robust mitigation plan that enabled critical sectors in the UAE to continue to operate as normal and meet key business objectives. We are extremely pleased with the results and the quick response from our team to ensure there was no impact on our customers’ operations,” he added.