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

#contactcenterworld, @dewa_official

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.

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"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, @dewa_official

Posted by Veronica Silva Cusi, news correspondent

About Dubai Electricity & Water Authority:
Company LogoDubai Electricity and Water Authority provides Electricity and Water for the Emirate of Dubai.
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Published: Friday, March 6, 2020

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2020 Buyers Guide Computer Telephony Integration

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.
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ComSys S.A.

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CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
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IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
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We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
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NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
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