Government Office bolsters commitment to customer service excellence with world-class Contact Centre
Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, and Emirates Real Estate Solutions (ERES), the technology arm of Dubai Land Department (DLD), today announced the complete roll-out of the Altitude uCI solution at DLD contact centre, to ensure excellence in customer care delivery.
A partnership with Al Rostamani Communications LLC, the leading UAE-based information technology and telecommunications company, has resulted in the successful implementation of the Altitude uCI 8 customer interaction management solution at DLD’s head office in Dubai. Altitude Solutions include inbound and outbound voice, blending and predictive dialing, email management, business campaign scripting and online monitoring. Altitude uCI solution also allows workflow definition according to the scoring and situation of each customer, maximizing productivity while maintaining a good customer relation.
The DLD contact centre specifically aims at powering key DLD departments that include Real Estate Regulatory Agency, also known as RERA (the regulatory arm); Real Estate Investment Management & Promotion Center (the investment arm); Rental Dispute Settlement Center (the Judicial arm) and Dubai Real Estate Institute (the educational arm).
His Excellency Sultan Buti Bin Mejren, Director General of DLD said: “This customer-centric approach utilises technology in order to boost the satisfaction and happiness of our customers. As well as providing enhanced DLD services, these improvements also tie in with the Government’s ‘Smart Dubai’ agenda - which aims to optimise technology in order to achieve high levels of happiness for all of the Emirate’s residents and visitors.” Mr. Bin Mejren concluded: “’DLD continually strives to exceed citizens and residents satisfaction by providing a great number of services that go beyond just providing registration and titling, but rather provide a fully integrated experience for customer”.
Improving contact centre efficiency while enhancing citizen engagement
Since implementing the new customer interaction management solution, DLD and its customers have observed benefits such as reduced time and cost of generating manual reports regarding the overall activity of DLD’s customer service operations, a boost in the usage of the voice self-service channel by 65%, and increase in voice interactions answered in 15 seconds or less by 65%, and a decrease in abandoned calls by 42%.
The main customer service campaign handled by the DLD contact centre is related to the EJARI support line, a revolutionary system to make Dubai real estate sector one of the best regulated rental markets in the world. The system is aimed at creating transparency on the clauses and provisions of a private rental agreement signed by landlords and tenants, and at making such documents enforceable by law.
The DLD’s Altitude Voice Portal solution enables Dubai residents, landlords or property management companies to check the status of an Ejari account or application at any time. The contact centre handles all Ejari enquiries related to lease agreement registration, renewals, cancellations, transfers and terminations.
The DLD Contact Centre is also able to intelligently route interactions, automate outbound dialling, as well as utilize real-time contact centre performance dashboards. The flexibility of the new system specifically enables the advanced blending of outbound and inbound operations and campaigns, with a strong offering of built-in desktops for customer care and proactive service operations.
"Our work with the Dubai Land Department is a clear demonstration of how ARC can provide robust customer interaction management solutions to public service organisations," said Youssef Fawaz GM at Al Rostamani Communications. ‘’Altitude's highly flexible and reliable contact centre technology address the GCC market’s evolving needs and are a key reason for our strong relationship in the region.’’
“It has been a real pleasure working with such a citizen-centric organization as DLD. They have a culture of putting citizens in control of their service interactions,” states Riadh Boukhris, Altitude Software MENA President. ‘’The DLD initiative is another good example of our commitment to address Citizen Engagement Projects as well as to make our MENA region a world-leader in Customer-Service for the people to enjoy the right Customer-Service anytime, anywhere.’’