Abu Dhabi Water and Electricity Authority (Adwea) has appointed Al Yousuf to design, supply, implement and manage two new multimedia contact centres.
Al Yousuf will work on two facilities for Adwea's subsidiaries - Abu Dhabi Distribution Co (ADDC) and Al Ain Distribution Co (AADC). The centres, which will be located in Abu Dhabi and Al Ain, will complement Adwea's existing customer relationship management initiatives.
Saeed Al Nassouri, CRM project manager for Adwea, said: "We feel that the Avaya solution selected is the most appropriate for the needs of the Adwea distribution companies and look forward to working with Al Yousuf, who are the most experienced contact centre integrators in the region, to achieve a successful implementation that will fulfil our goals of improving the service we give to our customers."
Once recruitment and training has taken place, Al Yousuf will begin contact centre implementation. The two centre platforms will run on Avaya's Interaction Center (AIC) Multi-Media Suite of Software Solution and will both be identical in terms of components.
The AIC engine provides 360 Degree view of all customer interactions across all channels (Voice, Fax, E-Mail, Web and SMS).
The project will also see Al Yousuf form a strategic partnership with Etisalat's Contact Centre. Together both parties will be responsible for developing the entire management structure of the contact centres. Etisalat will then assist in selecting and training Customer Service Representatives (CSRs) and Supervisors to man the centres.
Suhail Zain El-Deen, managing director, Al Yousuf IT Companies, said: "Our leading market position, together with our capability in supplying both state of the art technology and a support infrastructure was noted by Adwea. We have more than ten years experience in working with many prestigious companies to implement projects of this kind and look forward to developing another partnership with Adwea."
Al Yousuf will also supply all the NEC servers and PCs to be installed in the two locations. They will also be responsible for the design and furnishing of the contact centre premises for both ADDC & AADC.
The two contact centres will be linked by a dedicated network between the two sites so that each site will function as a fail safe and load balancing site for the other.
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