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News : Over 75% of Calls Made to 999 in Dubai are Non-emergencies

#contactcenterworld, @dubaipolicehq

Dubai, UAE, May 21, 2019 -- Over 75 per cent of the 535,109 calls made to the emergency number 999 were found to be non-emergencies in 2018, the Dubai Police said. Every call received on 999 needs to be responded instantly and in case it doesn't classify as emergency, crucial time is lost and those who actually deserve immediate attention might not get it, the police pointed out

As the Dubai Police continue to be flooded with non-emergency calls on its toll free emergency number, it has launched a fresh awareness campaign to educate masses on the gravity and significance of 999.

"Do not dial 999 if the case is not serious enough and all non-emergency calls should be made to 901," the police have urged the people. They have pointed out that every second is vital to save a person who is in an emergency situation. "You will be wasting the precious time of the cops if you call 999 for petty matters and might even deny help to another person who needs it."

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Major General Kamel Butti Al Suwaidi, director-general of Dubai Police Operations Department, said that the launch of the awareness campaign for dialing the correct number for non-emergency situations was led by Major General Abdullah Khalifa Al Marri, commander-in-chief of Dubai Police, and was within the framework of achieving the strategic plan to make Dubai the safest city.

Al Suwaidi added that the campaign is aimed to enhance security, safety and happiness of the members of the community. He pointed out that the drive will sensitise the public about the right use of the number 901, which will reduce pressure on 999.

The police chief pointed out that there has been an increase in the number of calls received on emergency number 999, and that more than 75 per cent of these calls were non-emergency ones. He stressed that by calling 999 for non-serious issues, its very objective gets defeated. Emphasising the importance of enhancing the culture of the best use of 999, he called on parents, schools and institutions to educate students and individuals on the proper use of emergency and non-emergency numbers.

32 services on 901

Al Suwaidi said that the call center service available on toll-free number 901 responds to customer queries. He pointed out that non-emergency number 901 provides 32 services, such as obtaining criminal record certificates, obtaining burial permission, certificates for shifting of a body, subscribing to the house security surveillance, installation of the alarm system and so on. It also provides traffic-related services, including a traffic accident report without injuries, or traffic accident report against an unknown person, issuing a lost certificate and copy of traffic violation documents.

He added that the call center 901 also provides a range of community services, such as giving care to trafficking victims, and providing protection and support to women and children who face violence, abuse and neglect.

Al Suwaidi pointed out that the calls received on non-emergency number 901 reached 541,722 in 2018, including 55,752 calls for traffic services, 41,049 for obtaining numbers and addresses of police departments and police stations, 18,624 to file complaints against traffic violations, 16,268 for traffic enquiries and payment of traffic fines, 6,380 for objecting fines, 9,516 calls for reporting minor incidents and disputes between two parties, and 6,612 for reporting e-crimes.

#contactcenterworld, @dubaipolicehq

Posted by Veronica Silva Cusi, news correspondent

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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Published: Thursday, May 23, 2019

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2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.

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