Emrill has launched its next-generation customer engagement platform in partnership with implementation specialist CS Infocomm. The platform, powered by Genesys Cloud CX, is now live after a four-month transformation program that migrated Emrill’s legacy contact centre to a modern, AI-enabled cloud-based solution.

Emrill’s decision to adopt Genesys was driven by its vision to enhance customer experience and operational efficiency. The new platform offers advanced capabilities such as omnichannel integration, live call monitoring, screen recording, and real-time analytics. These tools empower teams to provide 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. Intelligent routing, Interactive Voice Response setup, auto-dialer, live monitoring, performance dashboards, and detailed reporting capabilities enable agents to deliver tailored customer experiences while providing real-time operational visibility.

By centralising interactions and customer history in a single system, the Genesys Cloud CX platform eliminates the need for agents to switch between multiple screens. This reduction in handling times and improved first-contact resolution rates are evident within weeks of the platform’s go-live.

Emrill and its home and property maintenance services division, mplus, have reported measurable improvements, including consistently high customer satisfaction (CSAT) response rates ranging between 70 and 80 percent, 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, said a statement from Emrill.

Emrill currently manages over 4,000 customer interactions daily across various channels, including voice, email, social media, web chat, and WhatsApp. The platform enables Emrill to deliver consistent and efficient support to customers across the UAE.

Stuart Harrison, Emrill’s CEO 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 added, “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.”

Karim Ismail, Enterprise Account Executive at Genesys noted, “At Genesys, we believe great customer experiences are orchestrated with care and intention. Today, we are proud to celebrate Emrill’s go-live on Genesys Cloud, where every interaction can feel seamless, meaningful and human. This is just the beginning of our journey together and we look forward to exploring new ways with Emrill to create even more powerful experiences in the future with the help of Genesys AI.”

Rajesh Yadav, Global Technology Head and CTO at CS Infocomm concluded, “This launch is a perfect example of what happens when expertise, innovation and shared vision come together. As Emrill’s implementation partner, CS Infocomm is proud to work alongside Emrill and Genesys to truly power innovation together to deliver a next-generation cloud contact centre that transforms the customer experience. Together, we’re building a scalable, intelligent platform that will keep raising the bar for customer experience.”

Post-launch, Genesys and CS Infocomm have continued to provide support and have aligned on the future roadmap to ensure the platform evolves in line with Emrill’s long-term objectives. Future phases of the project will see the introduction of AI-powered chatbots for WhatsApp, real-time performance dashboards and advanced routing with customer journey analytics, further enhancing scalability and service quality, the statement said.