DED to enhance customer service with contact centre solution from Al-Futtaim Technologies
The Department of Economic Development (DED) in Dubai has awarded a contract
to Al-Futtaim Technologies, one of the region's leading systems integrator,
to implement an advanced contact centre solution to enhance customer experience,
increase agent productivity and enable seamless collaboration across the organisation.
The contract, which further strengthens Al-Futtaim Technologies' 15-year partnership
with DED, was signed by Abdulla Hassan, Deputy CEO, Shared Services Sector in
DED and Venkat Raghavan, General Manager - Al-Futtaim Technologies.
The contact centre solution from Al-Futtaim Technologies, built on an Alcatel-Lucent
Communication platform, will add further value to DED's customer service and
assist the Department in integrating the functions of its affiliated entities,
namely, Dubai Exports, Dubai Events & Promotion Establishment, Dubai SME
and Dubai FDI.
The Genesys Customer Interaction Management Suite captures, routes, reports
and analyses voice, email and other communications to ensure that customers
are quickly connected to the best available resource. The Alcatel-Lucent Communication
platform on which Al-Futtaim Technologies has built the Genesys solution also
provides agents with customer-related data, thus saving time and increasing
efficiency and productivity.
The 20-agent DED contact centre will handle inbound and outbound calls in addition
to supporting multimedia interaction. The solution will be installed at the
state-of-the-art contact centre located in Deira.
Abdulla Hassan said: "The new solution from Al-Futtaim Technologies will
optimise each customer interaction offering choice, convenience and an improved
service experience to DED customers. The contact centre solution will add further
value to deliver seamless and consistent customer service. It will lead to greater
customer satisfaction by improving response time and reducing costs. We are
delighted to partner with Al-Futtaim Technologies' superior product, technical
excellence and commitment."
Venkat Raghavan said: "We are extremely proud to cement our strong ties
with the DED that go back 15 years. This contract is a strong endorsement of
Al-Futtaim Technologies' capabilities and solutions. The integrated contact
centre solution linking Alcatel-Lucent and Genesys has the ability to create
value by enhancing customer experience, increasing agent productivity and enabling
collaboration across the organisation."
Customers visiting DED's website will be able to chat with agents and send
as well as receive emails and text messages, thereby being able to have complete
real-time multimedia interaction with DED. The solution also has a management
reporting feature that provides DED's senior management team with accurate and
The new contact centre solution will integrate with Microsoft CRM, DED's 'Trade
Application' system and the existing Alcatel-Lucent PBX. The solution will also
add further value to DED in fulfilling its e-Services objectives to provide
customers with coherent information on the website and reduce paperwork.
The contact centre solution from Al-Futtaim Technologies will be implemented
by May 2012.
Al-Futtaim Technologies has previously implemented PBX at DED's various office
locations and has also deployed an Interactive Voice Response System (IVR) and
Call Centre for the Department.