In the face of a crippling snowstorm, Albany’s Capital District Transportation Authority (CDTA) discovered their call center was overwhelmed, leaving commuters frustrated and stranded. Recognizing the need for a major upgrade, CDTA turned to Enghouse Systems to transform their call center operations. With the implementation of Enghouse’s Touchpoint platform, CDTA was able to handle 10x more calls, streamline emergency communications, and vastly improve customer service—all without increasing staff.
This case study reveals how a forward-thinking solution helped CDTA enhance operational efficiency, improve agent performance, and meet rising customer demands. Read more to explore how smart technology is improving public transit communications.
