Case Study: The Critical National Infrastructure Authority (CNIA)
The Critical National Infrastructure Authority (CNIA) is the government authority tasked with the protection and security of Abu Dhabi’s vital assets and infrastructure. Working with the Abu Dhabi Executive Council, CNIA helps develop and implement security and regulatory policies to ensure the protection of Abu Dhabi’s infrastructure and promote economic stability.
CNIA employs over 4,000 staff across multiple locations in Abu Dhabi and the United Arab Emirates. Fourteen telephone operators handle all calls to and within the organization, and the operators were struggling to cope with the increasing volume of calls. In concert with the replacement of CNIA’s PBX system, CNIA sought a Cisco compatible switchboard solution that would provide an efficient, professional call answer and transfer service.
The Arc Enterprise Premium operator console was selected for its extensive functionality and integration with Cisco Unified Communications platforms. The Arc solution included 6 Enterprise Premium operator consoles and 10 Call Connect departmental answering positions with resilience, operator statistics, in-queue messaging and whisper paging to Cisco phone sets. CNIA was particularly impressed that the solution was available in Arabic language and could be easily integrated with a central contact directory.
“Arc Enterprise has really changed how our operators handle calls from both internal staff, affiliated military groups and external callers. Operators at any of our sites can now identify callers and quickly connect them to the correct CNIA department or employee. We are also able to prioritise calls from senior staff and important clients which creates an extremely efficient and professional impression.”
- Captain Engineer Omar Alshehhi, Head of Network Section, Communications and IT Dept at CNIA
View the complete Critical National Infrastructure Authority (CNIA) case study to learn how they benefited from the robust features of Arc Premium.