Case Study: Dubai Roads and Transport Authority achieves 50% improvement in customer satisfaction with Avaya

Dubai Roads and Transport Authority - Customer Case Study

Dubai’s Roads and Transport Authority (RTA) manages the emirate’s buses, taxis, tolls, roads, rail and marine transport and had relied on a single advertised number (800-9090) to serve the city’s rapidly growing population. Surging demand — about 20,000 calls per week routed to an outsourced call center — strained service levels, so RTA sought a modern, in‑house contact center to deliver timely, accurate information and measurably improve customer satisfaction.

RTA selected Avaya to deliver a turnkey Managed Consolidated Contact Centre Solution (M3CS), including technology (Avaya Communication Server 1000, Contact Center, IVR/MPS 500), skills-based routing, multimedia channels and end-to-end consulting, hiring and training. Deployed in 16 weeks, the 120‑agent center now handles ~82,000 calls/month, raised CSAT from 60% to over 90% (a 50% improvement), cut abandoned calls to <1% and answers 95.3% of calls within 20 seconds, with capacity to scale far beyond current volumes.

Dubai Roads and Transport Authority

Yousef Jawad

Chief Executive Officer of Services