Dubai Police selects Avanza to power non-emergency contact centre
The implementation aims to efficiently respond to non-emergency queries through multiple channels
Dubai Police has chosen Avanza Solutions; Unison 2.0 to power its non-emergency contact centre operations.
Dubai Police receives millions of emergency and non-emergency calls each year, to which Dubai Police had separated their emergency and non-emergency contact centre so that response times for emergencies could be minimised as much as possible.
For the non-emergency contact centre, the police have implemented Unison customer experience management solution to manage the large volumes of queries it receives. Avanza's Unison solution provides a one-window solution where operators can intercept and respond to queries, calls and interactions that arrive through different touchpoints and channels including social media, emails, web chat, and the call centre itself.
Captain. Adil Al Ali, acting director of communication department from Dubai Police, said: "It's our duty to ensure security, maintain impartial rights and provide services to fulfil people's satisfaction. With Avanza's Unison we will be able maintain better communication with the people leading to greater efficiency and reduced response time."
Waqas Mirza, managing director at Avanza Solutions, added: "Dubai Police is increasingly turning to innovation to deliver even greater experiences to the people of the emirate. Unison is another example of how it is implementing another technology to keep people contacting the police informed, satisfied and happy. The non-emergency requests made of Dubai Police are numerous and how the organisation responds to these requests is highly important, and we're really pleased to be able to support the police in meeting the demands of Dubai's residents."
To add, Unison's Agent Desktop will provide a safe and active communication channel via phone, web chat, and email. While the Complaint Management Module will enable the authorities to collect information, feedback, and complaints from the people. Unison's Knowledge Base will enable the Dubai Police to readily access and disseminate different documents to facilitate people in terms of queries like information on institutions, buildings, landmarks, and procedures.
Dubai Police can also utilise Unison to launch campaigns aimed at public awareness, such as, make announcements information people of new laws, legislation and modification in rules.