The Department of Economic Development (DED) in Dubai has awarded a contract to Al-Futtaim Technologies, one of the region’s leading systems integrator, to implement an advanced contact centre solution to enhance customer experience, increase agent productivity and enable seamless collaboration across the organisation. The contract, which further strengthens Al-Futtaim Technologies’ 15-year partnership with DED, was signed by Abdulla Hassan, Deputy CEO, Shared Services Sector in DED and Venkat Raghavan, General Manager - Al-Futtaim Technologies. The contact centre solution from Al-Futtaim Technologies, built on an Alcatel-Lucent Communication platform, will add further value to DED’s customer service and assist the Department in integrating the functions of its affiliated entities, namely, Dubai Exports, Dubai Events & Promotion Establishment, Dubai SME and Dubai FDI. The Genesys Customer Interaction Management Suite captures, routes, reports and analyses voice, email and other communications to ensure that customers are quickly connected to the best available resource. The Alcatel-Lucent Communication platform on which Al-Futtaim Technologies has built the Genesys solution also provides agents with customer-related data, thus saving time and increasing efficiency and productivity. Abdulla Hassan said: “The new solution from Al-Futtaim Technologies will optimise each customer interaction offering choice, convenience and an improved service experience to DED customers.