Ameyo helps establish an effective customer service center for DoT, Abu Dhabi - - ContactCenterWorld.com Blog
In order to provide better services to the public, and in line with Abu Dhabi Department of Transport's (DoT) overall strategic plan, a well-structured Customer Contact Center was setup with the aim to meet all customer needs and respond to their constructive feedback in an ongoing manner. With Ameyo as the technology base, a multi-lingual and multi-channel IVRS was implemented to enable the customers to contact DoT for any service information, feedback, suggestion or complaint they wished to share. Ameyo also provided a structured ticketing system along with a transparent tracking system to ensure that the customer voice did not go unnoticed and each query was resolved appropriately.
Talking about the deployment, Ali Moidu, Chief Operating Officer, Dubai Technologies (Channel Partner of Drishti-Soft) says - "DoT's call center is a platform for the commuters to procure information as well as voice their problems/ suggestions regarding the offered services. The aim is to enable DoT to handle consumer queries and complaints in an accurate and timely manner. Ameyo's automated voice response solution reduced the call handling time and enhanced the unit's productivity significantly. Ameyo's reporting and quality monitoring features enabled DoT to track their processes and hence, improvise services."
Prior to Ameyo, the Transport authority was using legacy practices to manage their customers. Manual call handling, manual recording and reporting and no follow-up or tracking system resulted in low operational efficiency as well as dropping commuter satisfaction levels. In the era of highly advanced automation systems and applications to handle the operations, DoT was lagging behind.
Ameyo brought in a structured query handling and feedback registering process. The commuters could contact the authority in their preferred language, ask for information on the bus service or new offerings, connect to a department of their choice and even register complaints by either phone or Email. Adding proper logging and tracking to this, DoT reduced their turn-around-time for each call to minimum. SMS notifications of the query status added to the customer satisfaction levels that were evident from their commuters' responses.
DOT or Department of Transport, Abu Dhabi was envisioned to deliver a world-class transport system and develop a modern, comfortable & reliable public transport system linking the island of Abu Dhabi. With constant up-gradation of services and service delivery platforms, DoT is in the process of creating a highly sophisticated transport network that will move people and materials efficiently through the Emirate, in a way that contributes to the quality of life for all residents, businesses and visitors.
About Dubai Technologies
Dubai Technologies specializes in the field of supply and implementation of transport systems, Automatic Fare System, Route & Destination Display Systems, Electronic Taximeters and complete Fleet Management Systems. Established in 1994, DT has come a long way to become a key factor in Middle East's Urban Transit Technology market. The company has consistently grown and developed, continually refining its product range to meet the specific demands of their customers.
About Drishti (www.drishti-soft.com)
Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next -generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.
Publish Date: May 4, 2011 12:02 PM