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News : RTA Uses Big Data to Analyse Customer Reviews, Needs

#contactcenterworld

Dubai, UAE, Feb 5, 2020 -- Roads and Transport Authority: Dubai’s Roads and Transport Authority (RTA) intends to use big data received through Customers Relations Management (CRM) system, Call Centre, website and digital media in screening customers’ reviews and trends related to RTA services on offer. The ultimate objective of the move is to achieve higher customer’s satisfaction rating and happiness.

In a meeting with directors at RTA’s Corporate Administrative Support Services Sector, His Excellency Mattar Mohammed Al Tayer, Director-General and Chairman of the Board of Executive Directors, stressed the importance of improving RTA services to customers. He called for simplifying procedures and reducing the time of processing RTA’s transactions to keep it at par with the top global practices.

Analysing customers’ reviews and trends is part of RTA’s digital strategy deliverables of using big data in improving customers’ satisfaction. In the initial phase, views and reviews received via the CRM system and Twitter account will be analysed and geographical sources will be identified. In a later stage, the process will cover demographic analysis and spread across all mass media channels.

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The meeting reviewed the automation of customer needs (FICI) to enable RTA customers to obtain services customised to their needs and preferences and more accessibility. The system, the first of its kind among government entities, lists and analyses all data from different sources with the aim of leveraging customers service experience.

It requires a proactive understanding of customer needs and expectations along with the challenges they might face. It also requires identifying and carrying out improvements on existing services and channels of delivering services. RTA perceives the need to develop new service platforms that surpass customers’ expectations and add to their happiness.

During the gathering, a presentation on project design standards manual of RTA’s Buildings and Facilities Department aimed at standardise building facilities and utilities was made. Due consideration was given on highlighting RTA’s corporate identity in architectural designs of buildings.

The initiative aims to study and standardise the core elements of each technical project in accordance with the standard technical specifications and operational requirements. It also calls for studying and identifying the required areas for each element to ensure optimal utilisation of areas. The initiative compiles information relating to projects to use as a technical reference in verifying the optimal design and reviewing the architectural features besides reviewing the external details of buildings in terms of building materials, colours and engineering shapes.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent 

Source: https://www.zawya.com


About Roads and Transport Authority (RTA):
Company LogoThe Roads and Transport Authority (RTA) regulates transportation within the city of Dubai, U.A.E. Its mission is to remain a municipal traffic solution provider. Initially started as Dubai transport in 1998, the government of Dubai revamped the system to unify its services under the brand name "RTA" in 2006, in order to accommodate the metro and other facilities under one name.
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Today's Tip of the Day - Do You Divert Calls Between Offices?

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

Published: Thursday, February 6, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
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

2.) 
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)
PH: +61404697151

3.) 
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.
PH: 01442 458300

4.) 
Voci Technologies Incorporated

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
PH: 412-621-9310

5.) 
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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