The telecommunications regulatory authority (TRA) has won the ‘best government entity using the latest technologies’ category of the Genesys G-Summit Middle East awards, held at the Armani Hotel in Dubai. Recently, TRA succesfully implemented interactive voice response (IVR), which has been used in developing and launching its new contact centre.
H.E Hamad Obaid Al Mansoori, director general of TRA, said: “This prestigious award is a recognition of our efforts and continuous hard work and as a documentation for our outstanding performance in providing services that match the highest quality standards based on the latest technical innovations. This recognition puts us in front of more responsibilities to continue our efforts in increasing the UAE’s presence on the global technology map.”
Al Mansouri added: “TRA looks forward to implement its strategic objective of regulating the telecommunications sector in the UAE and enforce a regulatory framework that stimulates competition and elevates the level of services provided.” Hana Al Marri, director of customer happiness section, received the award on behalf of TRA.
The TRA is currently in the process of creating an intelligent system designed to manage customers waiting process in the service centres. The system is to be linked with the Emirates identity authority (EIDA) and customer relations department system, as well as the staff of the service centres management system to benefit from an integrated database of customers, applying the standard of linking the UAE national identity with the systems used in TRA, ensuring the establishment of an integrated file for customers that is linked with all the regulations related to the services provided in TRA, in addition to automating the visitors management process.