In an era where customer experience has taken the forefront in setting brands apart, the battleground for differentiation has shifted from product quality, price, or personnel, to the realm of customer satisfaction. Recent research underscores this transformation, indicating that a staggering 90% of organizations now compete primarily on customer experience, a substantial surge from a mere 27% just five years ago. In this landscape, a single adverse customer encounter can spell the loss of a loyal patron.
The genesis of a superior customer experience often lies within the realms of the contact center, although the avenues through which companies engage with their clientele are ever-expanding. Modern consumers demand communication channels tailored to their preferences.
At GITEX Global 2023, currently underway in Dubai, Avaya and the Dubai Electricity and Water Authority (DEWA) have joined forces to unveil an integrated digital interactive hub, bridging a spectrum of services and integrating customer services with the DEWAVerse platform. This unique platform allows communication within a metaverse environment.
For DEWA, Avaya played a pivotal role in overseeing a digital transformation endeavor within their customer happiness center. During the event, Abeer Eladaway, Deputy Senior Manager of DEWA, shared that this initiative stemmed from the vision of His Highness Sheikh Mohammad bin Rashid Al Maktoum, the ruler of Dubai, who aimed to deliver top-tier customer service across all government entities. In response, DEWA rebranded its customer service centers as customer happiness centers, actively monitoring all customer interactions and making customer satisfaction a core focus.
A striking contrast emerges in the Middle East, where the public sector takes a leading role in driving innovation and setting an example for private enterprise. This stands in stark contrast to the United States and Western Europe, where government entities have often been critiqued for providing subpar service.
Eladaway noted that while older generations may lean towards face-to-face interactions, younger citizens often prefer virtual engagement. In light of this, DEWAVerse was developed to cater to this preference. Powered by Avaya technology and executed through call center firm Moro, the solution features an integrated digital interactive hub, empowering DEWA customers to access services through an AI-enhanced interactive voice system. This system enables agents to communicate with customers, address inquiries, and execute transactions in a virtual realm.
Within this virtual environment, customers have dedicated spaces to monitor their electricity and water consumption, as well as their carbon footprint. They can interact with live or virtual agents, settle bills, and even receive appliance recommendations, complete with power and cost impact assessments.
The solution, hosted and managed by Moro in its data center, empowers customers to contact DEWA through a variety of communication channels, including phone, email, video, and text. Avaya underscores the seamless transition between multiple communication mediums, ensuring that engagements remain fluid.
Avaya’s integration of an Interactive Voice Response (IVR) system further empowers customers, allowing self-service transactions without the need for agent intervention. Artificial intelligence is leveraged to craft a dynamic menu capable of identifying, assigning, and prioritizing registered callers, guaranteeing the delivery of appropriate service levels.
The debate surrounding the viability of the metaverse has been extensive. However, the changing landscape of communication channels is reminiscent of past shifts, such as the skepticism surrounding email, the web, and social media, all of which have emerged as preferred platforms for those born within their respective eras.
“Motul Embraces Avaya’s Cloud-Based Solutions to Elevate Customer and Employee Experiences”
Another compelling illustration of enhancing customer experiences was showcased by Avaya through its collaboration with Motul, the oil and lubricants company. Motul has adopted Avaya’s cloud-based solutions to revamp interactions with both customers and employees across a global network, effectively redefining engagement across various touchpoints.
Motul’s deployment of the Avaya Experience Platform, integrated with Avaya Cloud Office (ACO) by RingCentral, connects over 400 employees spread worldwide, fostering closer engagement with customers and among the team, regardless of geographical barriers.
The Avaya Experience Platform, a cloud-based contact center solution, facilitates the creation and tracking of key performance indicators (KPIs), thereby streamlining customer service processes for Motul. This cloud-centric approach minimizes disruptions typically associated with customer service upgrades and requires minimal employee training, according to Avaya.
GITEX Global 2023 has been marked by innovation and proactive strides, with Avaya underscoring its dedication to shaping the future by providing practical solutions for today’s challenges. These developments emphasize the significance of tangible case studies in the domain of customer experience, with both DEWA and Motul leveraging Avaya for innovative solutions aimed at enhancing digital transformations and ultimately elevating customer experiences.
