Nortel has announced that its contact center solution has “significantly” improved the performance of Government of Dubai’s Road & Transport Authority (RTA).

 

Supported by Nortel (News - Alert) Contact Center Consulting Services, the end-to-end solution is built on a foundation of unified communications ready technology including Nortel’s Contact Center and Self-Service products.

 

Dubai RTA is responsible for providing “safe and smooth transport for all” in Dubai. At the end of 2008, it unveiled a Managed Consolidated Contact Center (M3CS) project to replace its customer-facing communications with the latest technology for streamlining and improving customer service and responsiveness.

 

Nortel Services led the project with full design, consulting, deployment, staffing and management responsibility for the 120-agent customer contact center, which handles around 82,000 calls monthly.

 

Thanks to Nortel’s contact center solution, Dubai RTA said that it has experienced a dramatic 50 percent improvement in customer satisfaction while managing substantial increases in call volumes.

 

Also, Dubai RTA claims to have achieved a less than one percent call abandonment rate with the Nortel Contact Center solution.

 

“Our existing outsourced contact center could no longer accommodate the increasing volume of calls, services and customer relations issues we were facing,” said Yousef Jawad, CEO for Services at RTA.

 

In order to help RTA meet increasing service requirements, Nortel is also playing a central role in restructuring communications and re-engineering customer contact processes, procedures and systems.

 

“With Nortel’s complete line of contact center products and services, organizations like RTA have expanded functionality, gained efficiencies, increased agent productivity and created greater customer satisfaction in even the most demanding markets,” said Ramin Attari, vice president and managing director for Middle East at Nortel.