real-time communications technology roundtable august 2009
TRANSCRIPT
Real-Time Communications
Technology Roundtable
August 2009
Corporate Highlights
•Fully Owned by Enghouse Systems
•Publically Traded on the Toronto Stock Exchange
•US$53 Million In Revenues
•Financially Sound for 25 Years
•References Around the World
TSX:ESL
Ontira Experience
•Transit IVR Pioneer in North America
•25 Years Experience
•75% Market Share in North America
•Patented Transit IVR Technology
•Employs Technical Industry Professionals
Transit Multimedia
•Interactive Voice Response
•Automatic Speech Recognition
•Text Messaging
•Web Based Applications
•Kiosks
Information Platform
Why Turn to Media?
Keep your Riders Informed
Give your riders the information they need, when they need it
Stay Connected to your Riders
Empower Transit and Paratransit Riders with Technology
Improve Customer Service
Reduce Operating Costs
Provide 24/7 Access to Transit Information
Paratransit Technologies
IVR and WEB
Confirmations & Cancellations
Real Time “Where is my Ride?”
Trip Booking
Trip Reminders and Real Time Notifications
Day before
Real Time Delays
Text To Speech
Speech enabled (ASR) IVR
Case Study
NEED: Heavy increase in service demand for paratransit service with no increase in service funding
SOLUTION: Automated Customer Service Technology - Ontira’s paratransit IVR - Text to Speech (English and Spanish) - Confirmations, Cancellations - Trip Booking - Automated Dial Outs
- Trapeze PASS - GreyHawk MDCs
Case Study
RESULTS: - First Agency in North America to deploy IVR Trip Booking
- IVR Confirm Cancel Reduced Staff Requirements by 2800 hours per year – which were re-directed to reducing hold times and deliver higher customer service to those who require special attention
- Eliminated the need for after hours and weekend staffing of the call center
Case Study
Affordable Scalable Solutions - Savings in Small Agencies too:
** ECCTA reduced No Show Rate by 130%** ECCTA reduced Cancel Rates from 22% to 15%
- Trapeze PASS - Mentor MDCs