Dubai Electricity and Water Authority (DEWA) has teamed with Avaya to begin a digital transformation project at it’s contact center, led by Data Hub Integrated Solutions LLC (Moro).

Moro is a wholly owned subsidiary of DEWA, and the new contact center 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.

“We place a high priority on providing a seamless experience in customer service and are aiming to take customer happiness to new heights, setting new benchmarks for international standards.

“The new contact center 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.”

Taking an omnichannel approach comprising voice, video, chat, and more, the design of its new contact center will focus on empowering DEWA’s agents to be more productive when it comes to delivering CX. Through the use of 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. 

Nidal Abou Ltaif, President of Avaya International, said: “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.

“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.” 

Photo Caption: Executives from Avaya and DEWA signing partnership agreement