Easily connect customers to self serve communications
Your customers can manage their own trips without speaking to a customer service agent through our self serve IVR communication systems. Through TripLine, paratransit riders can confirm and cancel their existing trips, book new trips, and access service information for demand response transit trips. The end result for transit providers is more well-informed riders, increased call center capacity, and improved customer service.
Benefits
ENHANCED CUSTOMER SERVICE
Riders have convenient 24/7 access to transit information.
Busy signals and hold times are reduced or eliminated.
Customer service agents are able to provide personalized service to callers who have more complex inquiries.
COST SAVINGS
Call center capacity increases without adding staff.
Automated trip reminders reduce the number of no-shows and late pick-ups.
EASY TO INSTALL AND MAINTAIN
Automates up to 90% of all call traffic.
Integrates seamlessly with all major scheduling and operating environments.
SCALABLE & CONFIGURABLE
Can be scaled to handle any call volume.
Handles multi-modal operational environments: bus, rail, ferry, or any other mode of transport.
Bulletins, surveys, or agent settings can be configured at any time.
TripLine IVR Standard Features
REDUCE NO-SHOWS
Passengers can confirm the time, date, origin, and destination of previously scheduled trips without speaking to an agent.
Riders can cancel trips according to your policies.
REPORTING
View and print detailed usage statistics.
PROACTIVE CUSTOMER COMMUNICATIONS
Announce special events, emergency information, delays, and detours to riders.
Bulletins can be generic or specific to the client, trip, or time.
REAL TIME NOTIFICATIONS
View and print detailed usage statistics.
Optional Features
BOOKING
Riders can book trips without speaking with an agent. Bookings will appear automatically within your scheduling product.
Riders can select trip locations from previous trips, pre-registered locations, landmarks, maps, or addresses.
COMPUTER TELEPHONY INTEGRATION
Provides call center agents with customer information already collected by the IVR system.
Allows the inquiry to be handled more efficiently without the need for a caller to repeat information they have already entered into the system.
PROACTIVE NOTIFICATIONS
Outbound Messaging provides automated trip reminders, renewal notices, and other messages to riders.
AUTOMATIC VEHICLE LOCATION (AVL) & TABLET INTEGRATION
Enables riders to receive real-time arrival notifications that their vehicle will be shortly arriving, and notification of changes to their pickup window.
Media Options
INBOUND COMMUNICATIONS
- Telephone – Interactive Voice Response (IVR), with patented touch-tone (DTFM).
- Web – Secure with the ability to book, confirm and cancel trips.
- Telephone Device for the Deaf (TDD).
OUTBOUND COMMUNICATIONS
- Email and SMS – Outbound text-based messaging allows you to deliver information to your customers through multiple media channels.
- Variable Message Signs (VMS) – Messages can provide proactive notification of next bus arrival/departure times, and emergency information.
Professional Services
The Professional Services team at Enghouse Transportation offers personalized services to help you get the most out of your technology. Our team has years of experience and insight, we understand the intricacies of implementing new technology and getting the most out of the technology you already have. Our expert team of industry professionals, solutions experts, product specialists, software developers and project management professionals will work directly with you to use best practices that will maximize your technology’s benefits.
Implementation & Consulting
Our deployment specialists have real industry experience, so they can understand your business needs – and how best to utilize our tools to help your staff perform most efficiently. Value-added professional services include:
- Business case development
- Configuration/adaptations
- Cost and revenue projections
- Customizations
- Data conversion
- Hardware
- Implementation
- Management recommendations
- Needs assessment
- Operations consulting
- Project Management
- Project planning and design
- Report generation
- Route productivity and cost efficiency
- Service calculations
- Specification development
- System analysis and installation
- System configuration
- System testing
- Training
- Scheduling Services
Hosted/Managed
Enghouse Transportation utilizes a world-class hosting facility that continuously monitors your system for threats, and several disaster recovery sites to ensure your mission-critical applications are always available, even in an emergency. Enjoy the benefits of software without the headaches of maintaining server hardware by investing in a Hosted solution that your IT maintains, or let us take care of it all for you with our Managed Services package.
