Contact Center Solutions Featured Article

Taxi Dispatcher Finds Cost Savings and Operational Improvements with Interactive Intelligence CIC

October 03, 2012

While call centers usually conjure images of agents serving consumers on purchases, banking or utilities, many businesses use call centers to boost productivity. For this reason, integrated, all-in-one contact centers can offer benefits to companies far outside the retailing and e-tailing model. Taxi dispatchers make heavy use of call center technologies, and they are often able to find efficiencies, broadening capabilities and cost savings in high-quality contact center solutions.

CCSi, one of the nation's largest taxi dispatch services, has deployed Interactive Intelligence (News - Alert) Group Inc.'s all-in-one IP business communications software suite, Customer Interaction Center (CIC). CCSi replaced its TeleVantage system with CIC after evaluating systems from Avaya (News - Alert) and ShoreTel.

Since the deployment, CCSi, which provides call center services for taxi fleets coast-to-coast, has reported increased reliability, reduced costs, and improved customer service as a result of deploying CIC.

“We serve 15-plus fleets nationwide with more than 2,300 taxis generating up to 25,000 calls a day," said CCSi general manager and CIO, Egor Shulman in a statement. "As a result, the reliability of our communications system is a key factor to growing our business. Since deploying CIC, we've gone from preventive system reboots about every two weeks, to absolutely zero downtime."

In addition to greater reliability and zero downtime, CCSi has discovered cost savings with the new implementation.

"CIC's VoIP-based architecture has enabled us to reduce costs associated with long-distance calls, which has amounted to significant monthly savings," Shulman said.

The company says it is now offering better customer service to its riders thanks to some of the advanced functionality of the Interactive Intelligence solution.

“CIC's skills-based routing enables us to more effectively handle multi-language calls, high volume accounts, and more complex interactions such as those for commercial reservations," said Shulman. "It also helps us train new representatives by starting them out with easier calls based on geography or type of reservation. The end result is better service,” he added.

Interactive Intelligence is a Platinum sponsor of ITEXPO Austin 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. Brandon Rowe,Solutions Marketing Manager, will be a keynote speaker at the event. For more information on IEXPO Austin 2012 click here.




Edited by Brooke Neuman

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