Customer Booking Service with Interactive Voice Response...

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Customer Booking Service with Interactive Voice Response (IVR) Trapeze’s Demand Response IVR application uses interactive voice response (IVR) technology to enable passengers, caregivers and service providers to request, book, confirm or cancel trips without the need to speak with a call center agent. The system allows agencies to set up automated callback or email (optional) reminders, which help to minimize no-shows and driver wait times. Demand Response IVR also reduces pressure on call center agents, affording them more time to assist passengers with special needs. Features • Review trip bookings through the computerized voice system to confirm that they are accurate • Access summary or detailed information for all bookings, including casual, subscription, scheduled, unscheduled and canceled trips • Access trips for a particular date, using either the touchtone keypad or speech recognition technology (optional) • Cancel scheduled and unscheduled trips without having to speak with a call center agent • Set up system parameters for controlling the rules associated with passengers booking and cancelling their own trips • Send client automated reminder of their next day’s trips or as the vehicle is about to arrive • Fully integrate PASS-IVR into Trapeze’s Demand Response solution suite Benefits • Provide 24/7 access to transit information without taxing the call center agent-attended resources • Reduce call waiting times, busy signals and abandon passenger requests • Automate responses to common client queries, enabling call center agents to be more effective in assisting clients with special needs or inquiries • Respond to multiple requests simultaneously, creating efficiencies within call center operations • Offer passengers information services in multiple languages Demand Response IVR and Web CUSTOMER EXPERIENCE The new Trapeze application provides us with an automated system to handle common client queries along with the ability to respond to multiple requests simultaneously, creating efficiencies within our customer service operations. Toledo Area Regional Transit Authority (Toledo, OH)

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Page 1: Customer Booking Service with Interactive Voice Response ...agris.trapezegroup.com/trapeze/pdf/solution_sheets/Demand_Response_IVR_Web.pdfCustomer Booking Service with Interactive

Customer Booking Service with Interactive Voice Response (IVR)

Trapeze’s Demand Response IVR application uses interactive voice response (IVR) technology to enable passengers, caregivers and service providers to request, book, confirm or cancel trips without the need to speak with a call center agent. The system allows agencies to set up automated callback or email (optional) reminders, which help to minimize no-shows and driver wait times. Demand Response IVR also reduces pressure on call center agents, affording them more time to assist passengers with special needs.

F e a t u r e s

• Review trip bookings through the computerized voice system to confirm that they are accurate

• Access summary or detailed information for all bookings, including casual, subscription, scheduled, unscheduled and canceled trips

• Access trips for a particular date, using either the touchtone keypad or speech recognition technology (optional)

• Cancel scheduled and unscheduled trips without having to speak with a call center agent

• Set up system parameters for controlling the rules associated with passengers booking and cancelling their own trips

• Send client automated reminder of their next day’s trips or as the vehicle is about to arrive

• Fully integrate PASS-IVR into Trapeze’s Demand Response solution suite

B e n e f i t s

• Provide 24/7 access to transit information without taxing the call center agent-attended resources

• Reduce call waiting times, busy signals and abandon passenger requests

• Automate responses to common client queries,

enabling call center agents to be more effective in assisting clients with special needs or inquiries

• Respond to multiple requests simultaneously, creating efficiencies within call center operations

• Offer passengers information services in multiple languages

Demand Response IVR and Web

C U S T O M E R E X P E R I E N C EThe new Trapeze application provides us with an automated system to handle common client queries along with the ability to respond to multiple requests simultaneously, creating efficiencies within our customer service operations.

Toledo Area Regional Transit Authority (Toledo, OH)

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A B O U T T R A P E Z E G R O U PTrapeze Group delivers solutions that consider the full 360 degrees of passenger transport. Whether addressing the needs of a single department, an entire organization, or the community, Trapeze provides some of the most advanced software, intelligent transportation systems (ITS) and mobile technologies in the industry. Hundreds of government and commercial organizations across Europe, North America and Asia Pacific have turned to Trapeze to realize efficiencies, enhance the quality and scope of their services, and safely transport more people with less cost. Visit www.trapezegroup.com.

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comDemand Response IVR and Web

Customer Online Booking Service (Web) The Trapeze Demand Response Web application extends the functionality available in the Trapeze advanced demand response scheduling system by enabling passengers to confirm, cancel or book trips online without the need to speak with a reservationist. Passengers may access this service 24 hours a day, through any of the common desktop browser applications, such as Internet Explorer, Firefox, Chrome or Safari. In addition, passengers will have the ability to review or edit client information or view their trips on a GIS map.

F e a t u r e s

• Allow passengers to confirm, cancel or book their own trips

• Email passengers with confirmation of booked or cancelled trips

• Offer access through common desktop browsers

• Provide screen reader friendly version to the visually impaired

• Permit passengers to review or edit their personal profiles

• Worker module allows caregivers and other staff to review, book or cancel trips on behalf of the passenger

B e n e f i t s

• Reduce no shows and driver wait times by keeping passenger informed

• Reduce pressure on call center staff by automating services

• Improve customer satisfaction by reducing on hold queue times

• Extend the services available by offering access 24 hours a day