Avaya and partner Moro to begin transformation of DEWA contact centre

Data Hub Integrated Solutions, Moro, a wholly owned subsidiary of Dubai Electricity and Water Authority, DEWA, have signed a MoU with Avaya that will kick-start a full digital transformation project for DEWA’s contact centre, led by Moro as a Tier 1 reseller.

Built to the Dubai Model Standard, and hosted in Moro’s Dubai data centre, the new contact centre 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.

HE Saeed Mohammed Al Tayer, MD and CEO of DEWA and Chairman of Moro, observes that, 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, customer experience will be enhanced by speeding up and simplifying procedures.

It will also provide digital, innovative, and quick services, as well as simple, integrated, and interconnected systems through 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 are aiming to take customers happiness to new heights, while setting new benchmarks for international standards” he added.

Al Tayer also asserts that the new contact centre will 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, and enhance customer happiness.

Taking an omnichannel approach comprising voice, video, chat and more, the design of its new contact centre 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 centre 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,” says Nidal Abou Ltaif, President, Avaya International.

Abou-Ltaif also pointed out that 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.”