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News : Moro and Avaya Join Forces to Deliver Digital Transformation Project at DEWA

#contactcenterworld, @Avaya

Dubai, United Arab Emirates, Oct, 2019 -- 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 Holdings Corp. (NYSE: AVYA) that will kick-start a full digital transformation project for DEWA’s contact center, led by Moro as a Tier 1 reseller.

Built to the Dubai Model Standard, and hosted in Moro’s Dubai data center, the new contact center will be benchmarked against the highest global standards of customer experience. It will also introduce new technologies that provide 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.

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"The new contact center 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 center will focus on empowering DEWA’s agents to be far more productive when it comes to delivering customer experiences every time. With technologies that augment the use of artificial intelligence and self-service, the new contact center 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.

#contactcenterworld, @Avaya

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


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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Today's Tip of the Day - Listen

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

Published: Thursday, October 24, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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