News and Events » Press Releases
Translink Launches Voice Automated Customer Information
Trapeze Technology Powers IVR, Web, Call Center
August 28, 2003 (Mississauga, ON)--Trapeze Software announced today that the Greater Vancouver Transportation Authority (TransLink) recently went live with its voice automated customer information system. Officially launched July 21st, 2003, the system uses the same business logic and data that powers the agent-attended and web-based customer information systems that Trapeze previously implemented for TransLink.
The IVR service is the latest part of TransLink’s overall passenger information initiative. “All the information delivery channels, including our agents, the web site and the IVR system, rely on the same Trapeze backend system, which guarantees the consistency and accuracy of the information, regardless of how it is served”, explains Wayne Dale, Manager, Customer Service at Coast Mountain Bus Company, a subsidiary of TransLink.
The trip planning functionality is nearly identical to the online version launched in 2002. Callers can speak the date and time of the trip and identify origin and destination locations as addresses, intersections and landmarks. The system speaks back detailed itineraries that include route numbers, departure and arrival times, transfer points and total travel times. Whenever possible, callers are provided with multiple trip options, and passengers who require assistance can be transferred immediately to a customer service representative during business hours. The system also provides next bus information and “more choices” including policies, fares and general information.
“The IVR system has been extremely successful, which has a lot to do with the manner in which the project was implemented and launched,” said Mr. Dale. “This is one of the first large vocabulary, natural language IVR systems implemented for a transit industry application. Many people are using the service, and there have been very few complaints. We are taking more calls, and seeing fewer busy signals and abandoned calls.”
In addition to INFO-Agent, INFO-Web and the IVR interface, Coast Mountain Bus Co. uses Trapeze FX for routing, scheduling and blocking its fixed route services and COM for customer feedback management.
-30-
About Trapeze Software:
Established in 1990, Trapeze Software delivers proven scalable, innovative technology solutions for public, community, social services, medical and school transport. Organizations throughout Europe, the United Kingdom and North America use the company's planning, scheduling, dispatch, routing, and management products to increase efficiency, improve service, and control costs. Trapeze Software has offices in the United Kingdom, Denmark, Germany, Canada and the United States
About TransLink
The Greater Vancouver Transportation Authority, also known as TransLink, plans, finances, implements and champions an integrated transportation system that moves people and goods safely and efficiently, supporting Greater Vancouver’s regional growth strategy, air quality objectives and economic development.
