DEWA picks Avaya to transform contact centre

New contact centre augments the use of artificial intelligence and self-service

Implementation will support DEWA’s smart services and enhance the customer experience.
Implementation will support DEWA’s smart services and enhance the customer experience.

Dubai Electricity and Water Authority (DEWA) has picked Avaya to modernise its contact centre.

The new contact centre will be hosted by DEWA’s wholly owned subsidiary, Data Hub Integrated Solutions (Moro).

The contact centre will provide the latest in UC technologies such as dynamic self-service, speech analytics and enhanced knowledge management. It 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 and enhance customer happiness,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA and Chairman of Moro.

Taking an omnichannel approach comprising voice, video, chat and more, the design of its new contact centre will enable DEWA’s agents to be more productive. The use of technologies such as conversational AI, speech analytics, and integration with a range of channels will give DEWA customers more options for interacting with the utility.  

“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,” said Nidal Abou Ltaif, president, Avaya International.

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