Dubai’s RTA signs strategic contract with Avaya

Dubai’s Roads and Transport Authority (RTA) has announced that Avaya had won a three-year strategic contract to support the RTA’s 8009090 Contact Center operations under a managed services agreement.

The three-year contract builds on the strong relationship between Avaya and the RTA, which has deployed Avaya customer engagement and Contact Center solutions to develop it’s 8009090 Contact Center project.

“As a forward-thinking organization the RTA understands the importance of creating the right customer experience, and of working with the right partners to achieve digital transformation. By leveraging Avaya’s strength in professional services and consulting expertise, the RTA will be able to focus on its key strategic goals and objectives,” said Mohammed Areff, Vice President, Middle East, Africa and Turkey, Avaya

The Avaya Contact Center technology aligns with the RTA’s vision of delivering excellence in the customer experience, and is one of the key elements in its transformation to a ‘Smart Service’ organsation. The RTA Contact Center, “one of the most advanced in the Middle East,” integrates mobile and web-based applications, allowing people to choose their preferred platform from voice, SMS, instant messenger and more, with integrated voice response (IVR), allowing many callers’ queries to be addressed without having to speak to a customer service agent.

Ahmed Hasan Mahboub, Director of RTA’s Customers Service expressed his satisfaction and pleasure with the partnership of an internationally reputed organisation like AVAYA that plays a key role in providing sophisticated solutions for the RTA’s 8009090 Contact Center. He said, “The Avaya Professional Services team has been instrumental in the development of our Contact Center operations. AVAYA has worked with the RTA from the early stages to understand our business objectives, deploying the technology to fulfill them, and helping to create a rich customer experience that delivers greater satisfaction for everybody that interacts with the RTA. We are delighted to continue and strengthen this partnership and look forward to taking our customer engagement to the next level.”