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Dubai Electricity and Water Authority and ITEXPO Keynoter Avaya Spark Innovation Talks

By Greg Tavarez November 16, 2023

The cornerstone of business success lies in the experiences it offers, and Avaya consistently contributes to this foundation. Trusted by organizations, Avaya is synonymous with providing inventive solutions that address key business objectives and surmount obstacles.

Avaya's contact center and communications solutions are instrumental in facilitating immersive, tailored and lasting customer interactions. Learn more about Avaya during an ITEXPO 2024 keynote presentation featuring Alan Masarek, president and CEO, Avaya, at 2:30 p.m. Feb. 14, 2024, in Ft. Lauderdale, Florida.

By leveraging Avaya's contact center and communications solutions, organizations gain the tools to create more immersive, more personalized and more memorable customer experiences. Masarek and Nidal Abou-Ltaif, senior vice president – global head of Sales, Avaya, and president of Avaya International, recently with HE Saeed Mohammed Al Tayer, MD and CEO of Dubai Electricity and Water Authority, or DEWA, on ways to discuss about and enhance their partnership.

Through its strategic alliance with Avaya, DEWA transformed its Customer Care Centre into an “Integrated Digital Interactive Hub,” a platform that gives customers access to a comprehensive array of services. DEWA’s Customer Care Centre delivers a seamless customer experience by facilitating communication through various channels such as calls, emails, video and text chat. The integration of these multi-channel engagements enables a smooth transition between different communication mediums.

Furthermore, a dynamic AI-powered IVR system offers self-service options, empowering customers to apply for services without requiring agent intervention. The system's AI-driven menu identifies registered callers and their information, assigning appropriate service levels based on individual profiles and providing call priority for special categories like People of Determination and senior citizens.

The Customer Care Centre, which is implemented and overseen by Moro Hub, a Digital DEWA subsidiary, leverages Avaya technology, was recognized as one of the top three Dubai government call centers, according to an evaluation conducted by the Dubai Model Centre in collaboration with Digital Dubai Authority.

The collaboration between Avaya and DEWA has not only resulted in technological advancements but has also ventured into the Metaverse realm with the introduction of the "DEWAverse" platform. In partnership with Avanza Innovations, this platform allows customers to engage with the Customer Care Centre staff, seeking information and assistance within the Metaverse world.

Hear more from Alan Masarek, president and CEO, Avaya, during a keynote presentation at ITEXPO 2024, taking place February 13-15, 2024, in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW.  Since 1999, ITEXPO has combined educational conference programming with a robust exhibit hall, networking events, and other activities, bringing together buyers and providers of business technology products and services that drive business success. Along with ITEXPO, #TECHSUPERSHOW includes MSP Expo, IoT Evolution Expo, Future of Work Expo, Enterprise Metaverse Expo, Generative AI Expo, and more.

Edited by Greg Tavarez
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