RTA opens revamped ‘smart’ contact centre
UCC specialist Avaya retools services for mobile, social engagement
Dubai's Roads and Transport Authority (RTA) has announced the completion of a contact centre upgrade, implemented by UCC specialist Avaya.
The centre is part of RTA's transformation to a smart services department in line with Dubai's Smart Government programme. Capabilities now include mobile and Web-based applications, allowing contacts to select their communication channel from voice, SMS, instant messenger and others.
RTA also said its integrated voice response (IVR) has also been "significantly expanded", allowing some callers to lodge requests or have queries answered without having to speak to a customer service agent.
"When aligning ourselves to the vision of Dubai and all government departments to move to smart platforms, we wanted to bring on board the right transformational partner, and Avaya has more than delivered," said Ahmed Mahboub, customer service director, RTA. "We worked with their consultancy teams to create a rich customer experience that can deliver real business outcomes to the RTA, and greater satisfaction for all those who interact with the RTA. We are particularly optimistic about the integration with the ‘Happiness Index', which will serve to cement Dubai's global reputation as a city of happy citizens, residents and visitors."
"A customer willingly driving engagement is an unmatched opportunity for any service provider, and it is a sign of their forward thinking that the RTA is keen to ensure that each customer experience is a smart engagement opportunity," said Mohammed Areff, managing director, GCC, Levant and Pakistan, Avaya. "The added advantage of a systematic reimagining of a contact centre solution is the vastly improved efficiency and management capabilities. By offering multiple tools and channels through which their customers can engage, the RTA is clearly aligned with the changing technology landscape, including mobile and social as preferred engagement methods."