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News : Dubai Police Handles 2.4 Million Calls in Q2

#contactcenterworld, @dubaipolicehq

Dubai, UAE, July 15, 2020 -- The Dubai Police's emergency hotline 999 received 2,447,646 calls during the second quarter of this year, while the force's non-emergency hotline 901 received 379,122 calls in the same period.

These statistics were revealed during the Operations Department performance appraisal meeting, headed by the Dubai Police Commander-in-Chief, Lt. Gen. Abdullah Khalifa Al Marri, in the presence of Major General Mohamed Saif Al Zafin, Assistant Commander-in-Chief for Operations, Major General Kamel Butti Al Suwaidi, Director of Operations, and several senior officers.

Officials of Dubai Police' Command and Control Centre said that during the third quarter of 2019, Dubai Police's emergency hotline 999 received 2,447,646 calls compared to 2,615,826 calls received during the same period last year. Moreover, the total number of calls answered within 10 seconds were 2,276,659 calls in comparison to 2,588,863 calls during the same period the year before, thus achieving 97 percent on the emergency response indicator for answering emergency calls within 10 seconds.

Meanwhile, the average time for police patrols to reach emergency scenes was only 4.34 minutes where the targeted response time was eight minutes. Similarly, the average time for police patrols to reach non-emergency scenes was 12.32 minutes during the same period where the targeted response time was 30 minutes.

Furthermore, Dubai Police's Commander-in-Chief also reviewed the statistics of 901 call centre, where the total number of received calls reached 379,122 calls during the second quarter. Of these 78,423 calls were answered within 20 seconds, in comparison to 218,51 calls received during the same period last year, of which 194,722 calls were answered within 20 seconds.

At the end of the meeting, Al Marri called upon staff members to fulfil their job requirements in a timely and accurate manner, to improve business quality and performance to upgrade work standards to the highest levels. He also urged the public to understand the difference between 901 and the emergency hotline 999 and be more mindful of the calls they make to the hotline.

#contactcenterworld, @dubaipolicehq

Posted by Veronica Silva Cusi, news correspondent
Source: http://wam.ae


About Dubai Police:
Company LogoThe Dubai Police Force is the 24,000 strong police force for the city of Dubai, in the United Arab Emirates. They come under the jurisdiction of the Vice President and Prime Minister of the UAE (who in turn is the ruler of Dubai), and they cover an area of 4,114 square kilometers and a population of 2,106,177 people.
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Today's Tip of the Day - Choosing a Telecom Supplier

Read today's tip or listen to it on podcast.

Published: Thursday, July 16, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
PH: 18003904866

2.) 
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.
PH: +1 512-872-7565

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
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.
PH: +302109241486

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

5.) 
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.
PH: 888.638.6398

6.) 
Megacall

CRM integration
CRM
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.
PH: +34 952 667 511

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

8.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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