Dubai’s Roads and Transport Authority RTA announced that Avaya has won a three-year strategic contract to support the RTA’s 8009090 contact centre operations under a managed services agreement. The three-year contract will see Avaya partner with the RTA to deliver enhanced customer experience to the residents and visitors of Dubai.
This new agreement builds on the relationship between Avaya and the RTA, which has deployed Avaya customer engagement and contact centre solutions to develop its 8009090 contact centre project. The RTA contact centre integrates mobile and web-based applications, allowing people to choose their preferred platform from voice, SMS, instant messenger and more, with integrated voice response, allowing many callers’ queries to be addressed without having to speak to a customer service agent.
RTA is responsible for planning and providing the requirements of transports, roads and traffic in Dubai and between Dubai and other Emirates in the UAE, in order to provide an effective and integrated transport system capable of achieving Dubai’s goals. Ensuring customer satisfaction is a key strategic goal for the RTA, in alignment with Dubai’s smart city objectives.
“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,” said Mohammed Areff, Vice President, Middle East, Africa and Turkey, Avaya.
Ahmed Hasan Mahboub, Director of RTA’s Customers Service said, “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.”
“The Roads and Transport Authority has always been committed to team up with world class companies and harness the latest technologies and smart applications to offer prestigious customer service to the public from all social segments, taking into account the enhancement of the UAE reputation in general, and Dubai’s in particular, regionally and globally,” added Mahboub.
Avaya’s contact centre and unified communications technologies and services are available in a variety of flexible on-premises and cloud deployment options that integrate with non-Avaya applications. Avaya Breeze enables third parties to create and customise business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.