System improves N.Y. agency's communications

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.