Moro and Avaya join forces to deliver digital transformation project at DEWA

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

  
Executives from Avaya and DEWA signing partnership agreement

Executives from Avaya and DEWA signing partnership agreement

Dubai, United Arab Emirates: Data Hub Integrated Solutions LLC (Moro), a wholly owned subsidiary of Dubai Electricity and Water Authority (DEWA), have 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.

“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,” concluded added Abou-Ltaif.

Avaya will be demonstrating these capabilities, as well as its latest unified communications solutions, custom contact center and productivity applications, and Desktop Experience devices, at WETEX on Stand GSP-19, Dubai World Trade Center from October 21-23, 2019.

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About Moro

Moro, is a digital data hub focused on transformational and operational services that support clients’ digital agendas now and in the future. It is a fully owned subsidiary of Dubai Electricity and Water Authority, that offers Digital Services, Cloud services, Next Generation Cyber security solutions, IoT, Artificial Intelligence & Big Data Analytics added to other Managed and Professional Services to Enterprises across the Public & Private sectors in UAE and the region. It brings the best of both worlds with deep local expertise and rich cultural understanding along with in-house experts that bring best practices from around the world backed by an international consortium of partners.

About Avaya

Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to expected feature releases and statements about future products, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

© Press Release 2019

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