Accessibility

System improves N.Y. agency's communications

Posted on August 11, 2010

The Capital District Transportation Authority's (CDTA) deployment of Zeacom Communications Center (ZCC) software has had successful results, officials say. Created in 1970 by the New York State Legislature, the CDTA is a public benefit corporation that provides regional commuter transportation services by rail, bus, water and air.

As part of a two-stage upgrade process that began in 2005, CDTA worked with MAC Source, a telecommunications solutions provider, to provide an Avaya IP Office system. Together with Zeacom, the two vendors helped CDTA combine three call centers into a single platform through Zeacom's Communication Center and connect all five of its office locations through a single IP-enabled PBX.

Following the implementation, CDTA Superintendent of Flexible Services Rick Ferris, noted that, "Our new system allows us to track call waiting time and agent talk time and place agents on call lines with the most demand, which drastically reduces customer wait times."

This software also allows us to tailor the auto attendant voice answering system to reflect daily operational status, such as weather, and road and traffic conditions," he said. "Now, the commuters we serve receive real-time updates on traffic and transportation developments without needing to speak with a live agent."

With Zeacom Communications Center, CDTA agents manage queues across all forms of media — phone, email, fax and Web callback — directly from their desktop. Zeacom's Multimedia Queuing technology ensures that customers are not passed around, but are instead routed to the appropriate person for a prompt and knowledgeable response.

The system provides an array of customized announcements that inform people of their status in the calling queue, as well as automated email responses to inform customers that their respective inquiry is being processed.

In addition to significantly reducing caller abandonment rates, Zeacom software helps agents maximize their time. Notes, action items, and potential problems can be reported immediately, providing management with the analytical tools it needs to ensure customer satisfaction and agent performance.

 

 

View comments or post a comment on this story. (0 Comments)

More News

MARTA to layoff 371 paratransit workers

The announcement comes after officials voted in favor of hiring a private company to provide paratransit service last November.

Calif. students use of dial-a-ride leaves seniors stranded

While residents who depend on the transit service are frequently denied rides, nearly 300 students use the transport daily.

D.C. wheelchair users say they are forgotten in blizzard

With large snow banks everywhere, an open curb usually is the only way a wheelchair user can get on or off the sidewalk.

Pa. agency to add 11 wheelchair-accessible vehicles

The vehicles are set to be in operation in the next four to five months and will be added to the Westmoreland Transit Authority’s current fleet of 60-plus vehicles operated by National Express Transit

San Diego MTS stepping up wheelchair, priority seating enforcement

With the Board’s action to amend MTS Ordinance No. 13, refusal by a rider to vacate priority seating and wheelchair areas for persons with disabilities and the elderly upon request may result in a citation and fines up to $100.

See More News

Post a Comment

Post Comment

Comments (0)



More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation

Please sign in or register to .    Close