RTA awards Avaya with three-year strategic contract

The Avaya Contact Centre technology aligns with the RTA's vision of delivering excellence in the customer experience

Tags: Avaya IncorporationCustomer experienceRoads and Transport Authority
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RTA awards Avaya with three-year strategic contract Under the managed services agreement, Avaya will partner with the RTA to deliver an enhanced customer experience. (Getty Images)
By  Aasha Bodhani Published  September 20, 2016

The Roads and Transport Authority (RTA) has presented Avaya with a three-year strategic contract to support the RTA's 8009090 Contact Centre operations.

Under the managed services agreement, Avaya will partner with the RTA to deliver an enhanced customer experience. The Avaya Contact Centre technology aligns with the RTA's vision of delivering excellence in the customer experience, and is one of the key elements in its transformation to a ‘Smart Service' organisation.

The RTA's Contact Centre integrates mobile and web-based applications, enabling individuals to choose their preferred platform from voice, SMS, instant messenger, with integrated voice response, meaning many queries can be address without having to speak to a customer service agent.

Mohammed Areff, vice president, Middle East, Africa and Turkey, Avaya, said: "As a forward-thinking organisation the RTA understands the importance of creating the right customer experience, and of working with the right partners to achieve digital transformation. By leveraging Avaya's strength in professional services and consulting expertise, the RTA will be able to focus on its key strategic goals and objectives."

Ahmed Hasan Mahboub, director of RTA's Customers Service, added: "The Avaya Professional Services team has been instrumental in the development of our Contact Centre operations. Avaya has worked with the RTA from the early stages to understand our business objectives, deploying the technology to fulfill them, and helping to create a rich customer experience that delivers greater satisfaction for everybody that interacts with the RTA. We are delighted to continue and strengthen this partnership and look forward to taking our customer engagement to the next level."

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