Dubai's Roads and Transport Authority (RTA) said it has awarded a three-year contract to Avaya, a global leader in business communications software, systems and services, for supporting its 8009090 contact center operations under a managed services agreement.

As per the deal, Avaya will partner with the RTA to deliver a richer customer experience to the residents and visitors of Dubai.

The award winning 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.

RTA is responsible for planning and providing the requirements of transports, roads and traffic in Dubai and between Dubai and other emirates in the UAE, in order to provide an effective and integrated transport system capable of achieving Dubai's goals, said a top official.

"Ensuring customer satisfaction is a key strategic goal for the RTA, in alignment with Dubai's Smart City objectives," remarked Ahmed Hasan Mahboub, the director of RTA's customer service.

On the partnership, Mahboub said the Avaya team has been instrumental in the development of its contact centre 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," he explained.

"We are delighted to continue and strengthen this partnership and look forward to taking our customer engagement to the next level," he stated.

Mohammed Areff, VP (Middle East, Africa and Turkey) at Avaya, said: "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," he added.-TradeArabia News Service