Case Study: Dubai Roads and Transport Authority achieves 50% higher customer satisfaction with Avaya contact center solutions

Dubai Roads and Transport Authority improves customer satisfaction by 50% with Avaya

The Dubai Roads and Transport Authority (RTA) faced a challenge handling 20,000 weekly customer information calls with an outsourced call center that could not keep pace with the city's rapid growth. To improve the customer experience, RTA partnered with Avaya to build a modern, in-house contact center using their Managed Consolidated Contact Centre Solution (M3CS), which included Communication Server 1000 and Contact Center solutions.

Avaya implemented a complete turnkey solution, handling everything from consultancy and technology deployment to agent training and facility setup. The results were significant: customer satisfaction improved by 50%, the abandoned call rate fell to less than 1%, and 95.3% of calls were answered within 20 seconds. The Avaya solution provided a scalable platform crucial to RTA's customer service strategy.

Dubai Roads and Transport Authority (rta)