| [October 05, 2009] |
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Utah 511 Uses Convergys Relationship Management Solution to Help Millions of Travelers Access Real-Time Travel Information and Assistance
CINCINNATI & SALT LAKE CITY --(Business Wire)--
Convergys (News - Alert) Corporation (NYSE: CVG), a global leader in relationship management, announced today that Utah's Department of Transportation (UDOT) has renewed its contract for Convergys' On-Demand Speech Self Service solution for 10 additional years.
In July 2000, the Federal Communications Commission assigned the telephone number 511 for nationwide access to traveler information services. Utah was one of the early adopter states in implementing a 511 service for traveler information, and was the first state to deploy a voice-activated 511 system.
UDOT has worked together with Convergys since 2004. In that time, Convergys has made a number of key enhancements to Utah's 511 system, including providing additional traffic and weather information and streamlining the call flow for callers navigating through the 511 system.
Convergys will continue to provide network voice hosting services and support of UDOT's 511 traveler information telephone service on its On-Demand Speech Self Service solution from Convergys. Convergys will also continue to assist in the enhancement, design, building, implementation, operation, and maintenance of Utah's 511 system.
With increased travel demand, population growth, and wear on the transportation system, UDOT's 511 system enhances the efficiency of the state's existing roadways by improving traffic management and safety by providing accurate, real-time traveler information.
Since the initial deployment of the 511 system in Utah, the public has made nearly 2.5 million 511 calls. The 511 system is now an everyday tool used by the public to access up-to-the-minute information on traffic and road conditions, travel times, weather forecasts, and public transit and ferry information throughout the state of Utah, using either voice-activated or touchtone commands. Callers can also leave comments and feedback on the 511 line or transfer to 511 lines in surrounding states.
"Since its deployment, the Convergys platform for the 511 system been very stable and reliable, handling millions of inbound calls for help and assistance from travelers all over the state," said Dave Kinnecom, Director of UDOT's Traffic Operations Center. "The public now routinely relies on the 511 system for traffic information, emergency help, travel times, and road conditions throughout the State of Utah and it has become a staple in the traveler's arsenal of information resources."
"Utah's Department of Transportation is a pioneer in providing a popular 511 traveler information service. With immense scalability built in to Convergys On-Demand Speech Self Service solution, UDOT's 511 line is able to respond when weather and tourism events drive increased call volume to the information service," said Paul Colangelo, Vice President of Government Solutions for Convergys.
About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 82 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
Supporting Resources:
Podcasts on ‘Investing in Speech Technology' and how it ‘Improves the Customer Experience'
Convergys on Twitter
Webinar about the ‘Five Steps to Intelligent Growth in Customer Service'
Convergys news releases by EMAIL
Speaker presentation ‘Voice Authentication On-Demand: Your Voice as Your Key'
Convergys Intelligent Solutions
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