Dubai: Dubai Electricity and Water Authority (DEWA) and Avaya, a global leader in customer experience solutions, have reaffirmed their partnership to help DEWA realize its customer experience ambitions.
The partnership was confirmed during a meeting between Mr. Saeed Mohammed Al Tayer, MD and CEO of DEWA, and both Mr. Alan Masarerk, CEO of Avaya, and Mr. Nidal Abou-Ltaif, Senior Vice President, Global Head of Sales, Avaya, and President, Avaya International.
Through the partnership, DEWA has enhanced its Customer Care Center to become an ‘Integrated Digital Interactive Hub’, enabling DEWA customers to access a wide range of services through an Interactive Voice System (IVR) empowered by AI.
By utilizing Avaya technology, DEWA’s Customer Care Center, delivered and managed by Moro Hub, a subsidiary of Digital DEWA, was ranked among the top three Dubai government call centers in the assessment conducted by the Dubai Model Centre in partnership with the Digital Dubai Authority.
The partnership between both parties further contributed to enhancing the customer experience by establishing the ‘DEWAverse’ platform in the metaverse world.
The Center further enables customers to contact the organization over various communication channels, including calls, email, video, or text chat. These multi-channel engagements are fully integrated to transition seamlessly from one medium to another. In addition, a dynamic IVR provides self-service options, enabling customers to seamlessly apply for the services they need without agent involvement.
Furthermore, a dynamic menu powered by AI identifies all registered callers and their information as well as assigns the appropriate level of service to that customer based on their profile. It also provides call priority for special categories such as People of Determination and senior citizens.