Pravasi Bharatiya Sahayata Kendra (PBSK) at CGI will be more digitalized and tech-oriented

Dubai: In a significant move aimed at enhancing consular services and support for the Indian community in Dubai, the Consulate General of India, Dubai (CGI, Dubai) is set to revamp the operations of the Pravasi Bharatiya Sahayata Kendra (PBSK). Since its relocation to the premises of CGI, Dubai, on November 1, 2020, the PBSK has experienced a surge in the number of cases. The large Indian community in the UAE has been actively engaging with PBSK, with an average of 3,500 calls, instant messages, emails, and walk-ins being registered each month.

In order to address this growing demand and enhance operational efficiency, CGI Dubai has collaborated with a leading Indian CRM provider – M/s Zoho Corporation. Through this collaboration, M/s Zoho has undertaken a thorough overhaul of PBSK’s helpdesk operations, leveraging its state-of-the-art Customer Relationship Management (CRM) system. This system is tailored to meet PBSK’s specific needs and is expected to improve the experience of the Indian community in the UAE seeking consular services.

On this occasion, the Consul General, Dr. Aman Puri said, “We are excited to announce our collaboration with Zoho Corporation to revamp the operations of Pravasi Bharatiya Sahayata Kendra. Our aim is to continually enhance the support and services we offer to the Indian community in Dubai and Northern Emirates. This partnership represents a significant step in our ongoing commitment to provide efficient, timely, and personalized consular services. We believe this digital transformation will set a new standard in our service delivery.”

The integration of the Zoho CRM and Zoho Desk solution represents a pivotal milestone in the transformation of the PBSK helpdesk. This system provides a unified platform for managing user interactions, monitoring progress, and ensuring timely updates. The CRM system will enable the PBSK Helpdesk team to efficiently process user requests and communicate seamlessly across multiple channels, including email, chat, and phone calls.

“For over 25 years, Zoho has been empowering organizations across the globe to deliver exceptional customer experiences and achieve higher efficiency. With an unwavering commitment to a ‘transnational localism’ strategy, Zoho is continuously seeking to create value for the local community. We do this by focusing on privacy and security, localizing our offerings, continually innovating and blending in the latest technologies, and providing an unparalleled experience for organizations and industry professionals,” said
Hyther Nizam, President at Zoho Middle East and Africa (MEA).

“We are honored to become the trusted partner for the Consulate General of India and support them in realizing their digital transformation and sustainability goals,” said Prem Anand Velumani, Regional Manager at Zoho Middle East and Africa.

The revamped PBSK system will utilize advanced technology, such as Artificial Intelligence, to offer personalized support to its users. Features such as a chatbot and a knowledge base on the CGI Dubai website will assist users in finding information and answers to frequently asked questions. Furthermore, the system will provide a convenient method for booking counseling sessions with experts in legal, psychological, and financial matters, thus offering comprehensive support to the Indian community in the UAE.

About PBSK

Pravasi Bharatiya Sahayata Kendra in Dubai, a welfare initiative by the Government of India, provides 24 hours and 365 days of assistance to Indian community members in need of consular services. The PBSK helpdesk can be reached via its toll-free number in the UAE: 800 46342. The chatbot can be accessed on the CGI, Dubai website: www.cgidubai.gov.in