Taxi dispatch service deploys all-in-one IP communications software

CCSi, one of the largest taxi dispatch services, has deployed Interactive Intelligence’s all-in-one IP business communications software suite, Customer Interaction Centre (CIC).

CCSi, which provides call centre services for taxi fleets coast-to-coast, has reported increased reliability, reduced costs, and improved customer service as a result of deploying Customer Interaction Centre.

“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. “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.”

The company reports that the software helps reduce costs and improves customer service as a result of the software deployment. “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,” Shulman said. “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.”

“We’ve been able to easily integrate CIC with our home-grown software, which prompts agents to ask account-specific questions for faster dispatch,” Shulman said. “We’ve also customized CIC so we can store common addresses for repeat customers, and send automated outbound calls notifying customers that their cab is ready.”