IT Employment Investigate

Dubai Roads and Transport Authority (RTA), United Arab Emirates

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Executive Summary

Dubai is the fastest-growing city in the world. Such unprecedented growth strained the existing infrastructure, particularly Dubai's transportation system. Moving a rapidly-growing number of workers, residents and tourists around is the responsibility of the Roads and Transit Authority (RTA). And a big part of that responsibility is providing accurate, timely information. Then they chose Avaya. Avaya would take full responsibility for delivering a contact center that would address the CSAT challenges quickly and ensure service excellence in the long term as well. Working with Avaya, RTA was able to vastly improve the service to the public. The overall image of the organization has become much more positive as a result of this deployment.

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