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News : DEWA's Customer Care Centre Receives ISO18295-2017 Certification for Customer Contact Centres

#contactcenterworld

Dubai, UAE, March 4, 2020 -- Dubai Electricity and Water Authority (DEWA)’s Customer Care Centre has received ISO18295–2017 certification for Customer Contact Centre Management. This is in recognition to its important role in improving work concepts and mechanisms, and making a quality shift in the services provided to customers around the clock. 

"At DEWA, we work in line with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to achieve excellence in all our work. DEWA has come a long way in terms of business continuity and customer happiness. DEWA has been announced as the top government organisation in the Customer Happiness index for 2019 with a 90.1% score. This achievement pushes us forward to continue our excellence and delivery. It also encourages us to meet the expectations of our wise leadership. DEWA adopts innovation and the latest technologies to provide electricity and water services at the highest levels of availability, reliability, and efficiency. DEWA spares no efforts in making Dubai the smartest and happiest city in the world. This is according to a clear vision, plans and sustainable programmes to make the UAE the best country in the world by the UAE Centennial in 2071," said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

"We will increase our efforts as this year has been declared ‘2020: Towards the next 50,’ to ensure the ongoing reliable supply of electricity and water to all Dubai’s residents and secure their needs from energy and water around the clock, answer their enquiries and respond to their requests. We are also committed to taking all customer suggestions, while meeting customer expectations. DEWA provides smart and various communication channels to provide the highest standard of service. This saves customers both time and effort and streamlines their transactions, thus making them happy. This is done by creating a smart government to develop a smart government that offers its services through intelligent and connected systems from anywhere at any time. This achieves the UAE Vision 2021 to make the UAE one of the best countries in the world by 2021, and the Dubai Plan 2021, to establish the Emirate as the preferred place to live, work, and visit," added Al Tayer.

"DEWA adopts an integrated communication system and uses the latest smart and disruptive technologies as well as advanced technological solutions to achieve the UAE Strategy for the Fourth Industrial Revolution. DEWA applies the highest communication standards between its stakeholders and customers including customers and project developers," said Marwan bin Haidar, Executive Vice President of Innovation and the Future at DEWA. Bin Haidar praised the efforts of the customer care centres staff and their continuous work to achieve significant results in terms of quality, and the best results internationally in terms of the speed in answering calls. He hailed their constructive efforts to gain customers’ trust. This helps DEWA, through the centre, to win 5 prestigious awards for the 2019 Middle East Call Centre Awards, organised by INSIGHTS Middle East.

As well as the customer happiness centres; the customer care centres, and the future customer happiness centres, Rammas, DEWA’s virtual employee, is available around the clock in Arabic and English. It is available on DEWA’s website, smart app on iOS and Android, Facebook, Amazon’s Alexa, Google Home, its robots and WhatsApp Business. DEWA is the first government organisation in the UAE to have a verified WhatsApp Business account. Rammas responds to customers instantly, while continuing to learn and understand their needs based on their enquiries. Rammas then analyses these enquiries based on available data and information, and takes action to accurately answer and streamline transactions.

DEWA’s Customer Care Centre is composed of employees trained in providing excellent customer services. The multilingual team can communicate in Arabic, English, Hindi, French, and Urdu, among others. The Customer Care Centre answers calls by its Interactive Voice Response system, enabling DEWA’s customers to make use of its services smartly and efficiently.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.zawya.com


About Dubai Electricity & Water Authority:
Company LogoDubai Electricity and Water Authority provides Electricity and Water for the Emirate of Dubai.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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Published: Friday, March 6, 2020

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2022 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Aculab

VoiSentry
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

5.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

6.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

7.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

8.) 
Medallia

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

10.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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