DCA manages the Dubai International Airport, the Middle East’s fastest growing airport in terms of passenger throughput, which almost reached 29 million in 2006 – a growth of more than 16 per cent as compared to 2005 – with expected throughput to reach 33 million in 2007.
Mitel has supplied a fully scalable IP communication solution to DCA, providing an assured migration from analog communication systems using legacy TDM systems to IP-based telephony systems via a combination of the Mitel 3300 IP Communications Platform (ICP) and the Mitel SX-2000 platform.
The Mitel Contact Centre Solution ensures that people calling Dubai International Airport are treated with the utmost care and effectiveness, whereas Mitel’s OPS Manager provides a central management system enabling DCA staff to remotely control all of the elements in the IP communication solution.
The Contact Centre covers four different customer related divisions, the largest being the flight enquiry line. There are a total of 125 agents within the call centre.
The DCA changed from a Niax System to a Mitel TDM platform in 1995, and with Etisalat, UAE’s main telecommunications company, DCA installed six Mitel PABXs with more than 4,500 extensions, all of which are managed by OPS Manager. Due to the immense growth of the airport and a massive potential increase in call volume, DCA recognised the requirement to update the communications system for which Mitel’s IP communication solution was chosen.
"Being awarded by Dubai Department of Civil Aviation is a stamp of approval of the highest calibre. As Dubai International Airport continues to grow and excel in terms of capacity and ambition, Mitel’s scalable and adaptive IP communication solutions continually ensures that the impressive growth rate can be maintained without compromising on the quality that has become the veritable hallmark of Dubai International Airport," said Hisham El-Amili, Mitel GM, GCC.
About Dubai Department of Civil Aviation
Dubai Department of Civil Aviation, the governing body that oversees the management of Dubai International Airport and its affiliated divisions – the Dubai Cargo Village, Dubai Duty Free, Dubai International Hotel and Dubai Aviation Club, has kept pace with the rapid growth Dubai has witnessed over the years, both in terms of capacity expansion and best of the breed technology for its cargo and civil aviation infrastructure. The Department is presently executing several pioneering projects, which in the coming years will establish Dubai as the world’s civil aviation and logistics centre.
The DCA has recently undergone a major organisational restructuring, resulting in the formation of a regulatory authority in the form of Dubai Civil Aviation Authority. The existing airport (DXB) and the upcoming US$ 10 billion Dubai World Central International Airport will now be managed by the Dubai Airports Company.
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Camille Beasley, Media