Dubai's RTA unveils new sign language customer service tech

New services allow sign language speakers to initiate a video call and speak with an agent
By Bernd Debusmann Jr
Tue 10 Oct 2017 02:46 PM

Dubai’s Roads and Transport Authority will offer video and chat-based services to help people with disabilities interact with them.

The services – which were unveiled at GITEX Technology Week on Tuesday – allow people using sign language to initiative a video call by accessing the RTA website and clicking on the “people with determination” icon. The customer will then be routed to RTA’s contact centre where a sign-language fluent agent can take the call.

Along the way, customers will be provided with re-recorded sign language video answering common queries.

The services are being powered by Avaya Live and Web RTC, with Avaya Aura Contact Centre having responsibility for routing the customer to the appropriate agent.

“The people of determination need to be supported at all aspects of their life and the RTA is proud to play our part in extending equal levels of services to all customers,” said Ahmed Mahboub, RTA’s Executive Director, Customers Service. “Thanks to Avaya we can deliver the service the determined ones deserve, with a solution that is accessible over the Internet without the need to acquire any additional tools or apps.”

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