The No. of customers using the IVR ( Interactive Voice Response) system of ADDC during the first quarter of the current year reached 272 thousand and more than 1.6 million callers during the previous year 2011 according to the statistics prepared by the Customer Services Department. This reflects a steady increase in the number of callers using the system.
The IVR is one of the latest electronic systems launched by ADDC to provide services to customers over a telephony system. The IVR technology does not require human interaction over the telephone around the clock hours throughout the week days.
The IVR system responds to customers calls within a few seconds and lasts for 2.5 minutes while the IVR response does not take more than 1 minute and 11 seconds only.
The IVR system provides customers with several services. It starts with a welcoming expression followed by a language selection and offers easy access to four options pertaining to invoices, payments, emergency services in addition to customer services and general information.
ADDC has recently provided customers with additional payment options which included : payment through ADDC web site : www.addc.ae, Abu Dhabi Government electronic portal www. Abudhabi.ae , calling the toll free number 8002332,ADDC kiosks in addition to payment through a number of banks, , Empost and money exchange companies.