Contact Center Solutions Featured Article

Yellow Radio Service Reports Benefits of Interactive Intelligence Communications Suite

November 14, 2014

Yellow Radio Service of San Diego is a taxi cab and transportation dispatch company that provides information for more than 300 vehicles every day. Until recently, it had to deal with downtime associated with its legacy communication system because of power outages and technical issues. Recently, though, it adopted the Interactive Intelligence software suite, the Customer Interaction Center (CIC), and has reported an increase in uptime and satisfaction with its services.

Sharon Geraty, vice president of operations for Yellow Radio Service, says the level of outages her company experienced with its previous service was “unacceptable.” She praised the improvement Yellow has seen since the switch to CIC.

“We operate on a 24/7 basis year-round and the number of outages we were experiencing with our old contact center system was unacceptable,” Geraty said. “With CIC, we've been able to operate 24 hours a day, seven days a week, 365 days a year without any outages or downtime.”

“CIC's recording and monitoring apps have helped us identify performance issues, while improving our ability to coach agents, both of which have resulted in improved customer service,” she continued.

The 300-plus vehicles Yellow manages every day adds up to nearly one million dispatched trips every year—about 3,000 trip requests every day. The many customers associated with those rides make it necessary for Yellow to provide exceptional service at every opportunity. CIC is making this possible not just through its uptime but through its additional communications features such as automatic call distribution, interactive voice response, call recording, and call monitoring. Dispatch agents and managers can make use of such tools within every working shift. Furthermore, features such as call recording can help improve service over weeks and months by holding onto valuable data that can inform agent training and overall call management.

Yellow reportedly reached out to Interactive Intelligence because of a tip from its taxi dispatch sister company, CCSi, which stated that CIC provided it with unmatched functionality, improved customer service, and reduced costs. Advanced Call Processing, a Carlsbad, Calif.-based unified communications reseller, was also instrumental in helping Yellow install the new software.

Edited by Maurice Nagle