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19 January
2009 -
Chorleywood,
UK:
SpliceCom,
the IP
convergence
company
whose award
winning
maximiser
Unified
Communications
platform
combines
voice,
video, IP TV
and web
enabled IT
applications
at the
desktop
today
announced
that Dolphin
Business
Systems, an
accredited
SpliceCom
partner, had
teamed up
with Taxi
application
specialists
Command
Software to
provide
seamless
integration
between
maximiser
and the
CabMaster
booking
system.
Using
maximiser's
powerful
voice
processing
capabilities
and integral
text-to-speech
engine,
Dolphin have
developed a
complete
Interactive
Voice
Response (IVR)
solution to
allow
callers to
book a taxi
from one of
many regular
addresses,
at a time to
suit them,
without ever
needing to
speak to an
operator.
This frees
up valuable
operator
time,
allowing
them to deal
with
queries,
etc., while
the
automated
system
handles the
needs of
regular
customers.
A taxi can
be booked in
advance, on
account and
when
customers
call back,
the system
can even
tell them
the make,
model,
colour and
registration
number of
their taxi.
This ensures
that
customers
feel secure
in the
knowledge
that they
are getting
into the
right
vehicle.
For those
clients who
still wish
to talk to
an operator,
CabMaster’s
integration
with
maximiser
allows the
details of
previous
callers to
be
automatically
displayed
when they
next call,
allowing
fast and
easy
despatch of
vehicles.
Because the
CabMaster
system does
not require
use of a
private
mobile radio
link to the
vehicle,
Operators
can be home
based,
utilising
SpliceCom’s
PCS 560 IP
Phone to
provide a
complete
remote
working
solution.
Dolphin has
installed
the
maximiser/CabMaster
system at
Data Cars in
London , 001
Taxis in
Oxford and
Bluebell
Taxis in
Liverpool ,
with many
others in
the process
of being
installed,
however, the
first
customer was
Skyline
Taxis.
Skyline
(Milton
Keynes)
first
started
trading in
1985 with
just one
driver and
humble
offices.
Since then,
Skyline has
steadily
grown over
the years to
become the
most
successfully
established
and longest
serving
Private Hire
company in
Buckinghamshire,
currently
operating
with a fleet
of over 300
cars. This
includes
ordinary
saloon cars,
mini-buses,
wheelchair
accessible
and
executive
vehicles.
Skyline’s
Call Centre
handles more
than
2,000,000
calls per
year,
operating 24
hours a day,
365 days per
year.
“We
introduced
our newest
booking
feature, IVR
or
Integrated
Voice
Response, in
December
2007. In
essence this
system gives
Skyline
Taxis the
ability to
offer a
faster,
efficient
service to
more
customers.
The system
allows
regular
customers to
automatically
book,
review,
modify and
cancel
bookings
without the
need to
speak to an
operator and
also ensures
that the
customer is
not held on
the phone
for longer
than is
absolutely
necessary.
Generally it
takes 15/20
seconds to
book a taxi
using the
automated
service,
depending on
the customer
familiarity
with the
system. Of
course IVR
will not
replace our
staff, but
it will free
up our
telephonists
to
concentrate
on dealing
with calls
that demand
their
attention.
Our
customers
are quickly
getting used
to using the
automated
system, with
more and
more people
starting to
take
advantage of
this useful
feature.”
"The
maximiser
and
CabMaster
based system
took a
record
30,000
bookings on
IVR in just
one month,
that’s
approximately
25% of our
total
bookings for
the month.
We are
delighted
with the
positive
feedback
from our
customers."
“With the
automation
functionality
of this
system we
can continue
to grow and
increase our
profits
without
having to
increase our
administration
workforce,”
concluded
Gavin Sokhi,
a Director
at Skyline. |
