NEWS
UAE
Dubai Police upgrades to
Avanza’s Unison 2.0
Dubai Police has selected Avanza
Solutions’ Unison 2.0 to power and
streamline its non-emergency contact
centre operations.
Dubai Police receives millions of calls
every year, emergency and non-
emergency, creating a potential
challenges to efficient and effective
delivery of a critical service. In order
to have a streamlined response
strategy, Dubai Police 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 Unision
customer experience management
solution to effectively manage the large
volume of queries it receives. Queries,
calls and interactions arrive through
different touch-points and channels
including social media, emails, web chat,
and the call centre 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.
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.
du announces UAE 5G
Innovation Gate for next
generation 5G & IoT
systems
UAE-based telecommunications service provider, du,
announced the establishment of UAE 5G Innovation Gate
(U5GIG). The U5GIG has been envisioned to be a consortium
of technical and academic organisations in UAE as well as
global telecom vendors to plan and use their expertise to
define and develop a global 5G network that will radically
change lives across the UAE.
du is taking the lead to build a UAE 5G Innovation Lab to
prototype, test and validate early 5G and Internet of Things (
IoT) equipment and services. U5GIG will also allow universities
and technical organisations across UAE to work together and
participate in the development of the 5G ecosystem, and for
academia and industry to test applications and technologies
in a real-world setting.
6
INTELLIGENTCIO
du, as well as other consortium members will jointly supervise
a 5G research programs with the major UAE universities
and based on carefully selected practical 5G research topics.
Accordingly, UAE shall contribute and participate in the
standardizations and development of 5G in forum such as
3GPP, ITU, and GSMA. Although 5G is a few years away, the
U5GIG will be pushing the boundaries of what is possible now
and in the future and participate in the development. The true
impact of 5G will come from the innovative applications and
IoT-use cases, the new network will enable.
www.intelligentcio.com