Dubai Police has selected Avanza Solutions’ Unison 2.0 to power and streamline its non-emergency contact centre operations.
Dubai Police receives numerous calls every year, emergency and non-emergency, creating a potential challenges to efficient and effective delivery of a critical service. In order to improve its response strategy, the firm had separated their emergency and non-emergency contact centre so that response times for emergencies could be minimised as much as possible.
However, the non-emergency contact centre is also a crucial service, and the police has implemented Unison customer experience management solution to effectively manage the large volume of queries it receives. Queries, calls and interactions arrive through different touchpoints and channels including social media, emails, web chat, and the call center itself – all of which are important for Dubai Police to respond to. Avanza’s Unison solution provides a one-window solution where operators can intercept and respond to queries being made from any of these channels.
In addition to keeping track and responding to requests from multiple channels, Dubai Police is also able to use Unison to launch campaigns aimed at public awareness. Announcements informing people of a new law or legislation, modification in rules, and other procedures are all possible.
As part of the partnership, Unison has been configured to help the Dubai Police’s Al-Ameen initiative achieve their objective of creating a reliable and efficient reporting channel for the people of Dubai. Unison’s Agent Desktop will provide a safe and active communication channel via phone, web chat, and email. While the Complaint Management Module will enable the authorities to collect information, feedback, and complaints from the people. Unison’s Knowledge Base will enable the Dubai Police to readily access and disseminate different documents to facilitate people in terms of queries like information on institutions, buildings, landmarks, and procedures.
Adil Al Ali, Acting Director, Communication Department, Dubai Police, said, “It’s our duty to ensure security, maintain impartial rights and provide services to fulfill people’s satisfaction. With Avanza’s Unison we will be able maintain better communication with the people leading to greater efficiency and reduced response time.”
Waqas Mirza, Managing Director, Avanza Solutions, said, “Dubai Police is increasingly turning to innovation to deliver even greater experiences to the people of the emirate. Unison is another example of how it is implementing another technology to keep people contacting the police informed, satisfied and happy. The non-emergency requests made of Dubai Police are numerous and how the organisation responds to these requests is highly important, and we’re really pleased to be able to support the police in meeting the demands of Dubai’s residents.”