NY Capital District Transportation Authority Rolls Out Zeacom Multimedia Communications Center Software
Commuter Transit Agency Improves Customer Service, Cut Costs, and Achieves Operational Efficiencies
Zeacom, the leading global provider of unified communications and contact center software for small-to-medium-sized enterprises, recently announced the successful results from the Capital District Transportation Authority's (CDTA) deployment of Zeacom Communications Center (ZCC) software. Created in 1970 by the New York State Legislature, the CDTA is a public benefit corporation that provides regional commuter transportation services by rail, bus, water and air.
In 2005, CDTA customer service agents worked with disparate systems that ran on old platforms and lacked the power to integrate seamlessly with each other, leading to poor results and unhappy consumers. For public transportation organizations, reliability is critical in addressing a community's demand for timely, dependable commuter services. Important to note, is that during inclement weather so common in the Northeast, CDTA receives much higher than normal call volumes. Zeacom relieved that stress and added the ability to notify customers of delays or emergencies through recordings.
As part of a two-stage upgrade process that began in 2005, CDTA worked with MAC Source, a telecommunications solutions provider, to provide an Avaya IP Office system. Together with Zeacom, the two vendors helped CDTA combine three call centers into a single platform through Zeacom's Communication Center, and connect all five of its office locations through a single IP-enabled PBX.
Following the implementation, CDTA Superintendent of Flexible Services, Rick Ferris, noted that, "MAC Source 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. Now, the commuters we serve receive real-time updates on traffic and transportation developments without needing to speak with a live agent."
CDTA now has the resources to react swiftly during storm emergencies in order to keep people informed on the status of their daily commute. With Zeacom Communications Center, CDTA agents manage queues across all forms of media – phone, email, fax, and Web callback – directly from their desktop. Zeacom's Multimedia Queuing technology ensures that customers are not passed around, but are instead routed to the appropriate person for a prompt and knowledgeable response. The system provides an array of customized announcements that inform people of their status in the calling queue, as well as automated email responses to inform customers that their respective inquiry is being processed.
In addition to significantly reducing caller abandonment rates, Zeacom software helps agents maximize their time. Notes, action items, and potential problems can be reported immediately, providing management with the analytical tools it needs to ensure customer satisfaction and agent performance.
"Since we've implemented Zeacom Communication Center, our customer satisfaction has improved significantly," added Mr. 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."
Presently, MAC Source continues to maintain the Avaya systems and Zeacom software at all five CDTA locations. As recently as June, MAC Source and Zeacom deployed the Record & Evaluate solution, which allows CDTA to report and monitor agent's performance to ensure customer satisfaction.
About MAC Source Communications
MAC Source Communications Inc. is a complete solutions provider, headquartered in Syracuse, N.Y., with branch locations across NY State as well as Cincinnati, OH and Chicago, Ill. MAC Source's core business is the design, implementation and ongoing support of converged communications products and services. Specializations include IP telephony, unified messaging, contact center, mobility applications and other IP network services. MAC Source also partners with industry-leading manufactures in wireless networks, video, data switching, routing and security applications.
For additional information, visit www.macsourceinc.com.
About CDTA
CDTA is the premier mobility provider in the Capital Region, providing regular route bus service, shuttle systems and para-transit services. CDTA is a multi-modal transportation provider, delivering comprehensive transit services, as well as a transportation demand management program that includes vanpool, carpool and incentive-based ride sharing, with a particular focus on city and suburban locations that have a demonstrated need. Its subsidiaries own and operate the Rensselaer Rail and Saratoga Springs Train Stations. In addition, CDTA also operates the Northway Xpress Commuter Service between Saratoga County and downtown Albany. 650 people work at five different CDTA offices to staff a transit system that serves more than 45,000 customers each weekday.
For additional information, visit http://www.cdta.org/
About Zeacom
Zeacom is a leading provider of award-winning Unified Communications solutions. More than 179,000 daily users within 2,800 small and medium-sized organizations in 28 countries use Zeacom's business communications software to improve organizational efficiency and enhance the customer service experience.
For additional information, visit http://www.zeacom.com.
SOURCE: Zeacom