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RTA teams up with Avaya to install IVR tech at call centres

The Roads & Transport Authority (RTA), in cooperation with Avaya, has enabled an interactive voice response technology at RTA’s call centres. Customers can now use the IVR system of the call centre to pay for traffic fines, driver license renewal, replacement of lost/damaged driving licenses, renewal of vehicle registration, replacement of lost/damaged vehicle registration, and the addition of the new Dubai Brand Vehicle Plate.

Ahmed Mahboub, RTA

Adding this feature reflects RTA’s keenness to save customers’ time and effort, serves the organisation’s third strategic goal, ‘People Happiness,’ and conforms to the Smart City drive of Dubai Government.

“Payment by the credit card through the IVR system was first run on a trial basis for payment of traffic fines. After proving a success, the experiment was generalised to numerous other services in cooperation with Avaya,” said Ahmed Mahboub, executive director of customer service, RTA’s Corporate Administrative Support Services Sector.

“The system is capable of blocking the potentials of cyber fraud when the credit card is lost, and an attempted use by unauthorised persons is detected. This feature is accessible through a series of steps generated by the system to the user. Thus, users of this technology are assured of the highest level of security. By launching this system, RTA seeks to realise its third strategic goal – ‘People Happiness’ – rendering it a true manifestation of the Dubai Government Smart City initiative. RTA is striving to be the first public entity to benefit from this secure payment gateway of the Dubai Smart Government.”

He added, “The new service facilitates the processing of transactions and reduces the waiting time of callers. RTA has plans for adopting top-class standards and utilising the latest technologies in service delivery. It is keen on opening new channels of communication with customers, given that the ‘People Happiness’ is part and parcel of RTA’s strategies.”

Nidal Abu Latif, president of Avaya Europe, Middle East, Africa and Asia-Pacific, said, “We have a solid strategic partnership with RTA that has yielded numerous modern deliverables that make life easier for people in the UAE. We both aim to offer a rich customer service experience that measures up to the digital aspirations of customers today. We are keen to work together to continue innovating and offering attractive solutions.”

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