Moro and Avaya Join Forces to Deliver Digital Transformation Project at DEWA

Data Hub Integrated Solutions LLC (Moro), a wholly owned subsidiary of Dubai Electricity and Water Authority (DEWA), today signed a memorandum of understanding (MoU) with Avaya Holdings Corp. (NYSE: AVYA) that will kick-start a full digital transformation project for DEWA’s contact center, led by Moro as a Tier 1 reseller.

Built to the Dubai Model Standard, and hosted in Moro’s Dubai data center, the new contact center will be benchmarked against the highest global standards of customer experience. It will also introduce new technologies that provide next-generation capabilities such as dynamic self-service, speech analytics and advanced knowledge management.

The MoU was signed at GITEX Technology Week 2019, where Avaya, DEWA and Moro are demonstrating the latest innovations in customer experience technologies.

“In line with the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the objectives of UAE 2071, which aims to make the UAE the world’s leading nation, we spare no effort in enhancing customer experience by speeding up and simplifying procedures; providing digital, innovative, and quick services, as well as simple, integrated, and interconnected systems through its smart channels, at any time, and in accordance with the best quality, availability, and reliability. We place a high priority on providing a seamless experience in customer service and is aiming to take customers happiness to new heights, setting new benchmarks for international standards” said HE Saeed Mohammed Al Tayer, MD&CEO of DEWA and Chairman of Moro.

“The new contact center will also enable conversational IVR (interactive voice response), as well as payment gateway integration with Dubai Smart Government. Combined, all of these efforts will support DEWA’s smart services, enhance customer happiness,” added Al Tayer.

Taking an omnichannel approach comprising voice, video, chat and more, the design of its new contact center will focus on empowering DEWA’s agents to be far more productive when it comes to delivering stellar customer experiences every time. With technologies that augment the use of artificial intelligence and self-service, the new contact center will enable DEWA employees to deliver higher levels of performance and enjoy greater job happiness. And through the use of these technologies, including conversational AI, speech analytics, and integration with a range of channels, the citizens of Dubai will be given the freedom to choose their best customer journeys.

“This project provides yet another example of the Dubai government sector taking a giant leap onto the global stage. We are proud to have been chosen as the technology partner to help facilitate this bold step towards building world-class customer experiences. And because our values towards delivering outstanding customer experiences are so aligned, working with the Moro team is a natural progression for our business in the region,” said Nidal Abou Ltaif, President, Avaya International.

“The level of service that DEWA provides UAE citizens is world-class, and is born out of a fierce dedication to industry best practices and best-in-class customer experience technologies. Like DEWA, we share an obsession with delivering incredible customer experiences, and we thank the Authority for trusting us to take their customer service levels to even greater heights,” said added Abou-Ltaif.

The MoU announcement comes as just one of the many inspiring use-cases that Avaya, DEWA and Moro have brought to this year’s GITEX trade show, where Avaya is participating under the theme ‘The Art of Experience’. Visitors to GITEX has witnessed these innovations in action at Avaya’s stand, at the Dubai World Trade Center.