Every inbound call answered in the caller's language, with Salesforce in the loop.
- Industry
- Real estate development
- Location
- Dubai, United Arab Emirates
- Calls
- Inbound
- Languages
- Arabic and English
Ellington Properties is a design-led developer in Dubai with buyers across the Gulf, Europe and Asia. Its inbound line is where a buyer's first impression is formed, and buyers call from every time zone, in Arabic or in English, about projects whose names have to be said the way Ellington says them.
Before Kejue, the line closed when the office did. Leads, cases, document requests and callback bookings each followed a different human path, and a caller who reached a queue at 11 p.m. London time simply did not get through.
Kejue's inbound agent now fronts the line around the clock. It answers in the language the caller opens with, finds the caller in Salesforce, and does the work during the call rather than after it.
What the phone line
looked like.
- Buyers calling from the Gulf, Europe and Asia at all hours, in Arabic or English.
- Leads, cases, documents and callback requests each had a different human path.
- Arabic names, project names and times had to be pronounced the way Ellington says them.
- The line was only as open as the office.
The agent,
piece by piece.
Bilingual from the first word
A caller who opens with salaam is answered in Arabic. An English caller gets English. If the caller switches mid-call, the agent follows, and the transcript keeps both.
Finds the caller, then acts
The agent verifies the caller, pulls their record from Salesforce, and can log a lead, open a case, send documents or book a callback slot while the caller is still on the line. Every action lands in the system of record.
Pronounced the way Ellington says it
Project names, Arabic names and time slots use Ellington's own pronunciation tables, so the agent sounds like a member of staff rather than a machine reading a list.
Campaign-aware when Ellington travels
When the team runs a roadshow abroad, the same agent carries that campaign's pricing and currency, and routes those callers to the right people.
The numbers
Ellington reports.
- 24/7
- coverage in Arabic and English
- 0
- inbound calls left in a queue
- 1
- system of record: every action lands in Salesforce
