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Dubai, United Arab Emirates – October 21, 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 next-generation 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.
“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 stellar 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.
Avaya will be demonstrating these capabilities, as well as its latest unified communications solutions, custom contact center and productivity applications, and Desktop Experience devices, at WETEX on Stand GSP-19, Dubai World Trade Center from October 21-23, 2019.
About Moro
Moro, is a digital data hub focused on transformational and operational services that support clients’ digital agendas now and in the future. It is a fully owned subsidiary of Dubai Electricity and Water Authority, that offers Digital Services, Cloud services, Next Generation Cyber security solutions, IoT, Artificial Intelligence & Big Data Analytics added to other Managed and Professional Services to Enterprises across the Public & Private sectors in UAE and the region. It brings the best of both worlds with deep local expertise and rich cultural understanding along with in-house experts that bring best practices from around the world backed by an international consortium of partners.
Tom Paye
PR manager – MEA & Turkey, Avaya
+971 50 922 0642
tpaye@avaya.com
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.
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Source: Avaya Newsroom
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