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RTA enables payment via IVR System of Call Center in coop with Avaya


Dubai – UAE, 2017 – The Roads & Transport Authority (RTA), in cooperation with the digital communications specialist company Avaya, has enabled the credit card payment service through the Payment Gateway of RTA Call Center (8009090). Customers can now use the IVR System of the Call Center 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. Adding this feature reflects RTA’s keenness to save customers’ time and effort, serves RTA’s third Strategic Goal ‘People Happiness’ and conforms to the Smart City drive of Dubai Government.

Avanza Solutions has been working with Avaya to enhance consumer experience at RTA’s contact center. Both organization’s technology and philosophy forms a very good fit with RTA’s vision of delivering consumer centric serviceability. Avaya’s state-of-the-art technology, backed by Avanza’s advanced payment solution, allows streamlined delivery of services from the contact center ensuring the user leaves satisfied after every interaction.

"Payment by the Credit Card through the IVR System of the Call Center (8009090) was first run on a trial basis for payment of traffic fines. After proving a success, the experiment was generalized to numerous other services in cooperation with Avaya. Such services include payment for 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,” 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 unauthorized 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 realize 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 the secure Payment Gateway of the Dubai Smart Government.”

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

Nidal Abou-Ltaif, 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.”

Mr. Waqas Mirza, MD & CMO – Avanza Solutions, said, “Avanza prides itself for working with governments and partners that are at the forefront of their respective fields, organizations that are working to bring a real change through technology. We share these core values and beliefs with them which allows us to form synergies responsible for transforming our innovative applications into products that people use every day in their daily lives.”

About Avanza

Avanza Solutions leads the marketplace by developing and delivering forward-looking products, services, and solutions that add value to everyday life. Building on over 17 years of experience, Avanza serves 300+ clients in more than 45 countries.

Avanza has over 500+ product deployments processing over 8 million transactions every day on 7500 terminals, backed by a team of 300 expert resources worldwide.

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About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications — offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit

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