- Category Group:
- Customer Service Categories
- Category:
- Award for Most Innovative Contact Center of the Year - Public Enterprise
- Organization Name:
- Systems limited & Parkin
- Organization Description:
Systems Limited - Middle East & Africa (Techvista Systems) aspires and strives to solve complex business problems and present viable and cost-effective solutions to our clients by drawing a clearer picture of their future roadmap, and the company that by digitally transforming their infrastructure.
In a city that moves at the speed of light, customer experience cannot fall behind. Parkin, Dubai's leading public parking provider, is continuing the UAE's legacy of customer service, serving over 4 million unique customers across the Emirate. However, the organisation reached a turning point as rising customer expectations highlighted the need for a modern, digital solution.
As both Dubai parking needs and customer expectations evolved, Parkin realised the need to deliver seamless, agile, and empathetic experiences that users had come to expect, especially across emerging digital channels. With parking's growing role as an essential service in Dubai, and the utility of the Parkin app, customers began demanding instant answers, continuity across channels, and a human-like digital experience, all while expecting round-the-clock availability. For Parkin, there was no existing digital structure in place to support omnichannel service, personalisation, and visibility on such a scale to meet customer needs - and this needed to change To address these challenges, Parkin partnered with Systems Limited Middle East & Africa (Techvista Systems) to design and implement a future-ready, cloud-based Contact Centre and CRM ecosystem. The solution unified customer channels and introduced GenAI-powered chatbots and advanced analytics, fundamentally reimagining how every customer interaction is delivered.
This transformation equipped Parkin's agents with real-time insights, AI-driven support, and connected workflows across all touchpoints resulting in a significant improvement in service quality, response times, and overall customer satisfaction.
Systems Limited helped set a new standard for service excellence in the public domain by implementing the region's first AI-powered contact centre solution built on Microsoft's platform, powered by Dynamics 365 Customer Service and the Omnichannel Hub.
With Microsoft Copilot and GenAI-powered chatbots, Parkin introduced automated self-service, intelligent case routing, and conversational support across all digital touchpoints. Real-time analytics via Microsoft Power BI offered leaders full visibility into performance trends and customer behaviour, strengthening data-driven decision-making.
Operational excellence was further strengthened through advanced workforce management, improved IVR flows, and text-to-speech coaching for agents. Routine administrative tasks were automated through Microsoft Power Automate, allowing staff to focus on high-value interactions. Customer feedback was captured through Dynamics 365 Customer Voice to support continuous improvement of service quality, together, these enhancements transformed Parkin into a customer-first service that prioritised value at every touchpoint.
AI-Powered Quality Assurance for Contact Centre Agents
Parkin implemented AI-driven Quality Assurance for contact centre operations, where AI automatically evaluates and scores agent calls. This innovation has significantly reduced the manual workload on the Quality Assurance team while increasing evaluation coverage, consistency, and speed. The initiative has transformed quality monitoring, accelerated agent feedback cycles, and enabled QA teams to focus on targeted coaching and continuous improvement, driving higher agent performance and more consistent service quality across the contact centre.
The impact was immediate and measurable, fundamentally reshaping service delivery models. Self-service transactions became three times faster through conversational AI compared to traditional UI. AI now manages over 50% of text-based conversations, reducing agent workload while maintaining high service quality. With round-the-clock intelligent support in place, customers receive instant help the moment queries arise, eliminating wait times, minimising escalations, and improving first-contact resolution.
Automated Bulk Outbound Calling via IVR
Parkin has introduced an automated bulk outbound call feature through the IVR, enabling large-scale customer communications to be delivered using pre-recorded messages without agent involvement. This capability has reduced agent workload, improved resource utilisation, and ensured consistent messaging. Each automated call is followed by a confirmation message sent to the customer, enhancing communication reliability, reducing repeat inquiries, and improving overall resolution and service closure rates.
Through these achievements, Systems Limited and Parkin have set a new benchmark for digital service delivery and AI-enabled contact centre innovation within the UAE's public sector. In less than a year, Parkin evolved into a modern, cloud-based, AI-driven customer experience organisation, delivering scalable, always-on services aligned with the expectations of a digitally native population
As Dubai advances its urban mobility vision under the Dubai 2040 Urban Master Plan, this collaboration positions Parkin as a model public enterprise, demonstrating how AI, cloud technology, and human-centered design can transform citizen experiences at scale. This initiative exemplifies why Parkin stands out as the Most Innovative Contact Centre of the Year - combining measurable impact, operational excellence, and forward-looking public service innovation.