Overview
The Federal Tax Authority (FTA), responsible for federal tax administration across the UAE, partnered with C Square to modernize its legacy Genesys contact center. The project focused on upgrading an end-of-life platform while maintaining uninterrupted taxpayer services.

Introduction
FTA handles a high volume of taxpayer inquiries covering VAT, Corporate Tax, Excise Tax, registration, compliance, and refunds. To keep pace with these demands, FTA partnered with C Square to upgrade its Genesys environment and strengthen business continuity, CRM integration, and feedback capabilities.

Challenges
FTA’s contact center was running on an end-of-life Genesys release, creating growing operational risk. Key issues included:

• Genesys PureConnect platform approaching end of support
• Increased risk from aging infrastructure
• Need to upgrade without disrupting taxpayer services
• Requirement for high availability and disaster recovery across separate locations
• Limited integration between customer interactions and SAP S/4HANA CRM
• Agents lacking fast access to taxpayer information during calls
• Limited visibility into post-interaction customer satisfaction

Our Strategy
C Square delivered a full modernization: upgrading Genesys to the latest supported release, implementing cross-city High Availability with automatic failover, integrating SAP S/4HANA CRM for screen-pop taxpayer data, and adding a Customer Pulse feedback solution for post-call surveys — backed by ongoing managed services.

Conclusion
The partnership modernized one of the UAE government’s critical citizen engagement platforms. FTA now runs a secure, highly available, and intelligent contact center, positioned to support future regulatory needs and the UAE’s broader digital government transformation.