Data Hub Integrated Solutions LLC (Moro), a wholly owned subsidiary of Dubai Electricity and Water Authority (DEWA), have signed a memorandum of understanding (MoU) with Avaya that will kick-start a full digital transformation project for DEWA’s contact centre, led by Moro as a Tier 1 reseller.
Built to the Dubai Model Standard, and hosted in Moro’s Dubai data centre, the new contact centre will be benchmarked against the highest global standards of customer experience. It will also introduce new technologies that provide next-generation capabilities such as dynamic self-service, speech analytics and advanced knowledge management.
“In line with the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the objectives of UAE 2071, which aims to make the UAE the world’s leading nation, we spare no effort in enhancing customer experience by speeding up and simplifying procedures; providing digital, innovative, and quick services, as well as simple, integrated, and interconnected systems through its smart channels, at any time, and in accordance with the best quality, availability, and reliability. We place a high priority on providing a seamless experience in customer service and is aiming to take customers happiness to new heights, setting new benchmarks for international standards” said HE Saeed Mohammed Al Tayer, MD&CEO of DEWA and Chairman of Moro.
“The new contact centre will also enable conversational IVR (interactive voice response), as well as payment gateway integration with Dubai Smart Government. Combined, all of these efforts will support DEWA’s smart services, enhance customer happiness,” added Al Tayer.
Taking an omnichannel approach comprising voice, video, chat and more, the design of its new contact centre will focus on empowering DEWA’s agents to be far more productive when it comes to delivering stellar customer experiences every time. With technologies that augment the use of artificial intelligence and self-service, the new contact centre will enable DEWA employees to deliver higher levels of performance and enjoy greater job happiness. And through the use of these technologies, including conversational AI, speech analytics, and integration with a range of channels, the citizens of Dubai will be given the freedom to choose their best customer journeys.
“This project provides yet another example of the Dubai government sector taking a giant leap onto the global stage. We are proud to have been chosen as the technology partner to help facilitate this bold step towards building world-class customer experiences. And because our values towards delivering outstanding customer experiences are so aligned, working with the Moro team is a natural progression for our business in the region,” said Nidal Abou Ltaif, President, Avaya International.
“The level of service that DEWA provides UAE citizens is world-class, and is born out of a fierce dedication to industry best practices and best-in-class customer experience technologies. Like DEWA, we share an obsession with delivering incredible customer experiences, and we thank the Authority for trusting us to take their customer service levels to even greater heights,” concluded added Abou-Ltaif
About Avaya
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter.
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