In order to facilitate Etihad employee experience better service quality and eliminate crowded waiting areas, Wavetec’s queuing solution was integrated. After detailed understanding of customer requirements and user flow, Wavetec installed and integrated a complete Wavesphere solution which included Queue Management System, Digital Signage and Customer Feedback Unit.



Etihad Employee Service Center attracts huge number of employees due to which service center was getting extremely crowded. Employees of Etihad Airways were going through a great deal of hassle due to long queues and increased waiting time.  This led to frustration among employees hence Etihad Airways was in desperate need of proper flow management system.



Wavetec implemented its complete Wavesphere solution which follows the philosophy of Organize, Engage and Measure. This philosophy helps companies implement a holistic approach thus enhancing customer experience at key touch points.



A complete queue management system was implemented which comprised of an interactive touch screen kiosk with a functionality of a dual printer. The dual printer functionality ensures smooth operations as it acts as a backup printer when paper roll finishes. Queuing system also comprised of counter display units which are used for customer calling and have the functionality to show messages in both English and Arabic to cater to a diverse employee base of Etihad. Once the ticket is issued the employee waits for his turn. As his turn approaches, his number is called and is also displayed on counter display unit so he is directed to the right Etihad Representative.



Company operators use a customized customer calling software which is installed on their computers and then linked to the main reporting system which ensures real-time dashboard reporting. The system is a complete enterprise solution for Etihad service centers. Managers are able to access centralized reporting system from any location and are able to monitor key performance indicators. System is also intelligently integrated with Etihad’s KPI’s thus, generating real-time alerts when service levels are gone down.



Donatello, a complete digital signage solution was also implemented at Etihad employee service centers which are then integrated with Wavetec’s queuing system. Integration allows the LCD screen to show real-time queue information therefore making waiting areas more informed and engaged.  Donatello ensures an effective digital communication platform for employees in wait and reduces their perception of the waiting time by providing relevant information. — SG