Moro, Avaya Partner to Deliver DX Project at DEWA

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. 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 & CEO of DEWA and Chairman of Moro said, “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.”

He added that the firm places 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.”

“The new contact centre 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 centre will focus on empowering DEWA’s agents to be far more productive when it comes to delivering stellar customer experiences every time, said the company.

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,” said Nidal Abou Ltaif, President, Avaya International.

Avaya will be demonstrating these capabilities, as well as its latest unified communications solutions, custom contact centre and productivity applications, and Desktop Experience devices, at WETEX on Stand GSP-19, Dubai World Trade Center from October 21-23, 2019.