Call centre for people of determination
dubai — The Roads and Transport Authority (RTA) will soon integrate a new channel to communicate with ‘People of Determination’ at its call centre.
The new video call and chat interface, being piloted at the ongoing Gitex Technology Week in Dubai, will initially be available in sign language for Arabic speakers.
A caller can log on to the RTA website and then choose the option to video chat with an agent in sign language. There are also prerecorded sign language videos to answer some of the most common queries. The advanced services are powered by Avaya Live and Web RTC for video conferencing and chat, with Avaya Aura Contact centre responsible for the intelligent routing of the customer to the appropriate RTA contact centre agent.
“The people of determination need to be supported in 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 for customer service.
“The sign language call centre empowers the ‘people of determination’ by offering customer services tailored for people with disabilities,” he underlined.
Nidal Abou Ltaif, president of Avaya International, added: “In designing customer experience solutions for the digital age, leading organisations like the RTA recognise that the conversation has moved on from being just about technology to how it enhances the lives of residents and visitors.”
“The people of determination need to be supported in all aspects of their life, and the RTA is proud to play our part in extending equal levels of services to all customers.” Ahmed Mahboub, RTA’s executive director for customer service.