PRESS RELEASE: Dubai’s Roads and Transport Authority (RTA) today announced that Avaya 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.
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 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 Customer Service, 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.”