Dubai Trade, the innovative online service provider of Dubai World, announced today (August 11) that it has completed a project to boost Customer Care operations by upgrading the technology platform for its contact center.
The objective of the project, which was rolled-out in collaboration with Olive Technologies, a Dubai-based IP telephony solutions provider, is to make Dubai Trade adapt to the load of calls from its ever-increasing customer base and to ensure a seamless and streamlined trade facilitation process.
Dubai Trade is the single-window online service provider for traders in Dubai. Used primarily by importers, exporters, freight forwarders, clearing agents and haulers, it provides key transactional e-services through its portal, www.dubaitrade.ae, and the technology up gradation is part of its on-going effort to ensure customer satisfaction by introducing innovative, value-added solutions.
The upgraded online platform will deliver a host of new features and capabilities, including new channels of communication like live chat and voicemail, better context for received calls that would enable Dubai Trade's customer care support team to view user profiles and interaction history, and live screen sharing to enable agents in guiding and assisting the customer.
Mahmood al Bastaki, Director, Dubai Trade, said:
"The online solutions Dubai Trade facilitates play a vital role in enabling fast and efficient movement of goods across borders. The expansion of our contact center's interactive infrastructure and handling capacity will enable us to considerably raise the level of support we offer. The up gradation initiative we have launched is designed to deliver real-time value to our customers, for whom time and cost efficiencies are of paramount importance."
Nicholas Najem, Director, Sales & Marketing, Olive Technologies (www.olive.ae), said:
"We are pleased to be associated with Dubai Trade in this important project. Our aim is to enhance business performance by combining technical expertise with practical business knowledge to deliver scalable and secure solutions. Dubai Trade's online platform is a key enabler of commerce in Dubai and we hope to maximize its potential through the technology upgradation project. We thank Dubai Trade for placing their trust in Olive Technologies."
