October 20, 2009

Trapeze equips Ohio paratransit service

The Toledo Area Regional Transit Authority (TARTA) of Ohio has chosen a demand response software system from the Trapeze Group that enables passengers to quickly gain access to, and request paratransit information via a touchtone telephone.

With flexible 24-hours-a-day, seven-day-a-week automated system access, passengers are able to set up call-back reminders that promote punctuality and reduce missed trips.

“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,” said James Gee, TARTA's GMr. “Now, our employees can spend the time they need to concentrate on passengers requiring extra attention without worrying about hold times, busy signals and abandoned calls.”

The paratransit software is designed to help dramatically reduce driver wait times and no shows, as well as prevent same-day cancellations. The transportation application includes IVR Confirm, Callback and Cancel modules that enable clients to review trip bookings through a computerized voice system to confirm accuracy. The Callback module provides passengers with automatic reminders for upcoming scheduled trips and the Cancel module sends the client an automated notification that the trip has been cancelled and provides a cancellation number.

TARTA’s service for riders with special needs is called TARPS (Toledo Area Regional Paratransit Service) and covers all of Toledo, Sylvania, Maumee, Rossford, Perrysburg, Ottawa Hills, Waterville and Spencer and Sylvania Townships.

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