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Call Center Software Featured Article
August 11, 2010
CDTA Turns to Call Center Software Provider Zeacom to Streamline Communications
Unified communications and contact center software provider Zeacom has announced the results from the Capital District Transportation Authority’s (CDTA) deployment of the Zeacom (News - Alert) Communications Center (ZCC) software.
The CDTA was created in 1970 by the New York State Legislature and serves as a public benefit corporation to provide regional commuter transportation services by rail, bus, water and air.
In 2005, the CDTA has some technological challenges as its customer service agents worked with disparate systems running old platforms. These systems lacked the necessary power to integrate seamlessly with each other, which created poor results and unhappy consumers.
Public transportation organizations must have reliability in addressing a community’s demand for timely, dependable commuter services. It is important to note that during the inclement weather that is so common to the Northeast, CDTA has much higher than normal call volumes. Zeacom provided the solution necessary to relieve that stress, while also adding the ability to notify customers of delays or emergencies through recordings.
In a two-stage process, CDTA worked with MAC Source, a telecommunications solutions provider, in the implementation of an Avaya (News - Alert) IP Office system. Mac Source then worked with Zeacom to help CDTA combine three call centers into a single platform through the ZCC. The organization was able to connect all five of its office locations through a single IP-enabled PBX.
Following the implementation, CDTA Superintendent of Flexible Services, Rick Ferris, noted in a statement that, “MAC Source (News - Alert) and Zeacom have helped CDTA dramatically improve customer communications. Our new system allows us to track call waiting time and agent talk time and place agents on call lines with the most demand, which drastically reduces customer wait times.”
“This powerful software also allows us to tailor the auto attendant voice answering system to reflect daily operational status, such as weather, road and traffic conditions," he said. "Now, the commuters we serve receive real-time updates on traffic and transportation developments without needing to speak with a live agent.”
Now that this implementation is in place, CDTA now has the resources necessary to swiftly react during storm emergencies. CDTA agents rely on the ZCC to manage queues across all forms of media directly from their desktop. Multimedia Queuing technology keeps customers in one place and the system provides an array of customized announcements that will inform people of their status in the calling queue.
“Since we’ve implemented Zeacom Communication Center, our customer satisfaction has improved significantly,” added Ferris. “Before we used ZCC, only 34-percent of our customers felt it was easy to get through to our call center. Our most recent customer survey indicated that 87-percent now feel it’s easy to reach us.”
Beyond significantly reducing caller abandonment rates, Zeacom software also helps agents to maximize their time. Agents have the ability to take notes, launch action items and report potential problems immediately, thereby providing management with the analytical tools necessary to ensure customer satisfaction and agent performance are up to or exceeding standards.
Customer service is the key point for any contact or call center, regardless of the industry in which they operate. For CTDA, customer service had a lot to do with emergency response and timeliness and reliability were essential. Now that the organization has up-to-date technologies that deliver beyond expectations, they can take customer service to a whole new level.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Patrick Barnard