Dubai Land Department improves customer service with new ALE Communication solution


At a glance:

  • Unified telephony solution joins 700 users across the business
  • Modern customer contact center with skill-based routing to enhance customer service

Dubai, UAE, Dec 06, 2016: Dubai Land Department (DLD), announces that it has upgraded to the latest generation Alcatel-Lucent Enterprise communications solutions modernizing the government organization’s telephony and contact center infrastructure.

The upgrade modernizes the government agency’s communication infrastructure by centralizing DLD’s telephony services and deploying a comprehensive contact center solution to deliver an enhanced user experience for its staff and customers. Long time business partner Al Rostamani provided the installation and deployment services.

Dubai Land Department migrated its communications infrastructure onto Alcatel-Lucent OmniPCX® Enterprise Communications Server to centralize all IT/Telecom systems on an IP Network. Benefits of this upgrade will improve communication amongst the 700 of employees, reduce costs associated with IT management and operations, and increase overall productivity and collaboration to serve customers.

Dubai Land Department was also in need of upgrading its online registration system, Ejari, for regulation of the rental market in Dubai, in order to improve customer service. DLD installed the Alcatel-Lucent OpenTouch® Customer Service (OTCS) solution, a complete yet modular contact center solution that unifies all communication media. OTCS provides customers an improved experience and employees a full range of features to meet varied needs of the department.

His Excellency Sultan Buti Bin Mejren, Director General of DLD said: “This partnership to deliver the latest generation of technology is part of our ongoing modernisation programme that delivers advanced upgrades for our systems. These improvements will ensure the ease and comfort of our staff and customers, which tallies with the Government’s ‘Smart Dubai’ agenda - employing smart technological improvements with a focus upon people’s happiness at their heart.”

“Our existing legacy communications solutions was proving difficult to offer scalability and meet the needs of our current workforce. As a satisfied existing Alcatel-Lucent Enterprise customer, we saw a benefit to our partnership not only from a quality point of view, which includes an enhanced user experience while delivering stability, reliability and ease of management, but from a cost efficiency angle as well,” added bin Mejren.

Baher Ezzat, Regional Director Middle East, ALE commented: “Customers have learned that they can depend on Alcatel-Lucent Enterprise innovative solutions to deliver on their technology needs.  We were able to demonstrate our award-winning communications offering, which aligned with Dubai Land Department’s vision in providing optimal service to its customers.”

Youssef Fawaz, General Manager, Al Rostamani Communications said: “We chose Alcatel-Lucent Enterprise solutions for Dubai Land Department because ALE are leaders in this field and pioneers in applications and services. Through our Alcatel-Lucent Enterprise partnership, we were able to identify the core difficulties at DLD, and installed a solution that suits their needs, while transforming their business operations.”