RTA Re-invents Customer Experience in Emirates with a Major Transformation project with Avaya

17 May 2015
Multi-channel centre will map to the ‘Happiness Index’ & offers diverse engagement tools
Dubai, UAE, – The Roads and Transport Authority (RTA) has announced the completion of its contact centre upgrade together with Avaya, and the new centre has officially been declared open on Friday, May 1st. The revamped contact centre aligns with the RTA’s vision of delivering excellence in the customer experience, and is one of the key elements of the RTA’s transformation to a 100 per cent ‘Smart Service’ organisation.
The RTA contact centre, now integrates mobile and web-based applications, allowing those who contact RTA to choose their preferred platform from voice, SMS, instant messenger and more. The integrated voice response (IVR) has also been significantly expanded, which will allow many callers to have their query answered or request recorded without having to speak to a customer service agent.
From an operational standpoint, the advanced RTA contact centre also provides improved efficiency and CRM integration. Additional supervisory capabilities can provide better overview of the customer satisfaction process, ensuring better resolution of issues and relevant escalation as needed.
Ensuring customer satisfaction is an objective that is being driven by the highest levels of Government in Dubai, and the RTA is ensuring that its communication channels serve to cement – and build – Dubai’s leading position in the United Nations’ global ‘Happiness Index’.
The deep engagement with Avaya will also ensure the future-proofing of this contact centre transformation investment. This ensures a strong solution set that is relevant for current customer satisfaction and delight, and also a robust platform on which to continue building additional features such as video integration, special access needs, and more.
Ahmed Mahboub, Customer Service Director, RTA, said:
“When aligning ourselves to the vision of Dubai and all government departments to move to smart platforms, we wanted to bring on-board the right transformational partner, and Avaya has more than delivered. We worked with their consultancy teams to create a rich customer experience that can deliver real business outcomes to the RTA, and greater satisfaction for all those who interact with the RTA. We are particularly optimistic about the integration with the ‘Happiness Index’, which will serve to cement Dubai’s global reputation as a city of happy citizens, residents and visitors.”
Mohammed Areff, Managing Director, Avaya GCC, Levant and Pakistan, said:
“A customer willingly driving engagement is an unmatched opportunity for any service provider, and it is a sign of their forward-thinking that the RTA, is keen to ensure that each customer experience is a ‘smart’ engagement opportunity. The added advantage of a systematic reimagining of a contact centre solution is the vastly improved efficiency and management capabilities. By offering multiple tools and channels through which their customers can engage, the RTA is clearly aligned with the changing technology landscape, including mobile and social as preferred engagement methods.”
About RTA
Since Dubai is one of the fastest growing cities in today's world, making the provision of high quality infrastructure facilities absolutely imperative, and since providing an advanced transport network for the people of Dubai has been high on the government’s agenda, which is evident from its initiatives to enhance the public transport facilities and improve roads across the emirate to make travel safer and smoother, the Roads and Transport Authority (RTA) was formed by the decree number 17 for the year 2005.
RTA is responsible for planning and providing the requirements of transport, roads & traffic in the Emirate of Dubai, and between Dubai and other Emirates of the UAE, neighboring countries in order to provide an effective & an integrated transport system capable of achieving Dubai's vision & serving the vital interests of the Emirate.
About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premise and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Development Platform enables third parties to create and customize business applications for competitive advantage.  Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, visit www.avaya.com/emea/
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Iman Ghorayeb


+971 56 7959234


Anit Kurian

ASDA’A Burson-Marsteller

+971 4 450 7600