RTA Enhances Customer Experience for ‘People of Determination’ with Avaya

The Dubai Roads and Transport Authority (RTA) is helping to empower the ‘People of Determination’ by offering customer services tailored for people with disabilities. The video chat and call service, based solutions from Avaya, is being previewed at GITEX Technology Week and demonstrates the RTA’s support for the UAE’s ‘determined ones’ policy.

Launched this year by HH Sheikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, the people of determination policy aligns with the country’s commitment to protect and empower people of determination through services and facilities in the areas of education, healthcare, employment and more.

With the new video-call and chat interface, a person using sign language can now initiate a video call by accessing the RTA website and clicking on the people of determination icon. The customer can be routed to the contact center, being given priority over standard calls, where the call can be taken by an RTA agent fluent in sign language.  Along the way, customers are provided with pre-recorded sign language videos to answer some of the most common queries.  Customers are also encouraged to provide feedback on their service experience though an RTA happiness meter—a digital tool used by the RTA to further enhance and improve its services based on customer input.

These advanced services are powered by Avaya Live and Web RTC for video conferencing and chat, with Avaya Aura Contact Center responsible for the intelligent routing of the customer to the appropriate RTA contact center agent.

“The people of determination need to be supported at all aspects of their life and the RTA  is proud to play our part in extending equal levels of services to all customers. Thanks to Avaya we can deliver the service the determined ones deserve, with a solution that is accessible over the Internet without the need to acquire any additional tools or apps,” said Ahmed Mahboub, RTA’s Executive Director, Customers Service.

“In designing customer experience solutions for the digital age, leading organizations like the RTA recognize that the conversation has moved on from being just about technology to how it enhances the lives of residents and visitors. By demonstrating these capabilities at GITEX Technology Week, attendees can see how Avaya is able to simplify technology adoption in order to meet consumer expectations at every touchpoint.” Nidal Abou-Ltaif, President, Avaya International.

This new offering builds on the strong relationship between Avaya and the RTA, which has deployed Avaya customer engagement and Contact Center solutions to develop its 8009090 Contact Center project. The Avaya Contact Center technology aligns with the RTA’s vision of delivering excellence in the customer experience, and is one of the key elements in its transformation to a ‘Smart Service’ organization.

The RTA’s latest project is one of the highlights of Avaya’s participation at GITEX this year. Throughout the five-day event, Avaya is showcasing how it is working with leading brands to design solutions that go beyond the digital experience in key industry sectors including telecommunications, banking, healthcare, hospitality, public safety and more.