Dubai’s Roads and Transport Authority (RTA) today announced that Avaya, a global leader in business communications software, systems and services, had won a three-year strategic contract to support the RTA’s 8009090 Contact Center operations under a managed services agreement. The three-year contract will see Avaya partner with the RTA to deliver a richer customer experience to the residents and visitors of Dubai.
This new agreement builds on the strong relationship between Avaya and the RTA, which has deployed Avaya customer engagement and Contact Center solutions to develop it’s 8009090 Contact Center project. The Avaya Contact Center 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’ organization. The award winning RTA Contact Center, one of the most advanced in the Middle East, integrates mobile and web-based applications, allowing people to choose their preferred platform from voice, SMS, instant messenger and more, with integrated voice response (IVR), allowing many callers’ queries to be addressed without having to speak to a customer service agent.
RTA (rta.ae) is responsible for planning and providing the requirements of transports, roads and traffic in Dubai and between Dubai and other Emirates in the United Arab Emirates, 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 organization 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 expressed his satisfaction and pleasure with the partnership of an internationally reputed organization like AVAYA that plays a key role in providing sophisticated solutions for the RTA’s 8009090 Contact Center. He said,“The Avaya Professional Services team has been instrumental in the development of our Contact Center 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 (avaya.com) is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya Breeze enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.
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