CI eVP Drives Results for Yellow Cab of Broward County
CI eVP Drives Results for Yellow Cab of Broward County
The solution for B&L includes: • CI eVP, a fast, simple and costeffective solution for managing self-service resources. • Avaya IP Office™ Platform, a simple, powerful collaboration solution for small and midsize companies that offers increased scale, flexible deployment options, simplified management, and support for enterprise branch deployments.
With a fleet of more than 500 taxicabs, B&L (Yellow Cab of Broward County) is one of the leading provider of taxicab transportation in Broward County, Florida. Founded in 1960, B&L has provided leading edge ground transportation to its passengers for over half a century. B&L was one of the first taxicab companies in the United States to provide accessible vehicles for disabled passengers, the first to provide computerized dispatch in its vehicles, and the first company in South Florida to provide back seat electronic credit card processing. B&L also provides a free downloadable Android and Apple iPhone app for customers to book one of its cabs.
Challenge B&L dispatches over 30,000 taxicab trips a week, 40% of which would be repeated within 60 days. To help reduce call volume and increase customer satisfaction, the company was looking to: • Automate a substantial number of the dispatched trips so repeat customers could order a taxi without speaking to a call taker • Offer a self-service solution for passengers • Automatically identify repeat passengers for ease of use • Reduce the number of “live” dispatches, freeing operators to spend more time with passengers that required more comprehensive support
Solution B&L selected CI’s Enhanced Voice Portal (eVP) [formerly eIVR] with Speech Recognition. The solution interfaces with Avaya IP Office to identify callers, and
then moves them through the process of requesting a cab pickup. The eVP solution retrieves the caller’s telephone number from the Avaya IP Office PBX and queries B&L’s dispatch customer database looking for a match. If a match is found, the caller hears the address on file and is asked to confirm that is where the vehicle should be sent. If a pickup is required at a different address, the caller is transferred to an operator for personal service. When the system cannot find an ANI match, the caller is immediately routed to an operator. At times, local businesses will also call for a customer who needs transportation. In this case, the business can use its “location ID” — a special identifier in the database — and continue through the self-service option on behalf of its patron. Additionally, a customer can say someone else’s name if that is the location for the pickup.
avaya.com | 1
Implementing the automated system has delivered a return on investment of more than 300% per year.
About DevConnect DevConnect is Avaya’s developer and technology partner program. Through a free Registered level membership in DevConnect, members are able to access a wide range of developer resources, including APIs, SDKs, technical support and training. Enhanced Membership options offer higher levels of technical support, compliance testing and co-marketing benefits. To learn more or register for membership, visit www.devconnectprogram.com.
About Avaya Avaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya’s fabricbased networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com.
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| avaya.com
Results
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Initial customer usage of the automated system resulted in approximately 15% of dispatched calls going through the automated system. B&L typically dispatches over 30,000 taxicab trips a week, and data shows that approximately 40% of those requests are repeated within 60 days. By providing customers with a self-service option, B&L began dispatching approximately 7,000-8,000 trips a week through the new system. On average, a full-time operator can dispatch around 1,100 calls per week. Implementing the automated system has delivered a return on investment of more than 300% per year.
To learn more about Avaya solutions and DevConnect Technology Partner CI, contact your Avaya Account Manager or Avaya authorized Partner. Or, visit us online at www.devconnectmarketplace.com.
“Over time customer acceptance has grown, and presently 30% of the dispatched cabs go through the automated system without any human involvement,” said John Camillo, B&L CEO. “Due to efficiencies gained, the vehicles dispatched increased by over 10% in the first year! Clearly we are encouraged by this direction and continue to explore additional options to increase efficiencies in our organization and methods to enhance our passenger’s experience, for instance, appointment reminders for our drivers for passenger pick up and/or vehicle maintenance.”
ABOUT CI CI is a leading software manufacturer of IVR, CTI, Call Back, Outbound, Messaging, IP Phone applications and mobility solutions for the contact center. Founded in 1979, CI is focused on delivering solutions for mid to large enterprise clients that reduce costs, increase profitability and enhance overall customer satisfaction. With thousands of delighted clients, CI offers complete end to end solutions that can be purchased through its distributor or reseller network. Headquartered in Lenexa, Kansas, CI is recognized worldwide for innovative business applications and solutions, exceptional service, and support. For more information, visit www.instruments.com.
© 2015 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 06/15 • CC7753DEV
The solution for B&L includes: • CI eVP, a fast, simple and costeffective solution for managing self-service resources. • Avaya IP Office™ Platform, a simple, powerful collaboration solution for small and midsize companies that offers increased scale, flexible deployment options, simplified management, and support for enterprise branch deployments.
With a fleet of more than 500 taxicabs, B&L (Yellow Cab of Broward County) is one of the leading provider of taxicab transportation in Broward County, Florida. Founded in 1960, B&L has provided leading edge ground transportation to its passengers for over half a century. B&L was one of the first taxicab companies in the United States to provide accessible vehicles for disabled passengers, the first to provide computerized dispatch in its vehicles, and the first company in South Florida to provide back seat electronic credit card processing. B&L also provides a free downloadable Android and Apple iPhone app for customers to book one of its cabs.
Challenge B&L dispatches over 30,000 taxicab trips a week, 40% of which would be repeated within 60 days. To help reduce call volume and increase customer satisfaction, the company was looking to: • Automate a substantial number of the dispatched trips so repeat customers could order a taxi without speaking to a call taker • Offer a self-service solution for passengers • Automatically identify repeat passengers for ease of use • Reduce the number of “live” dispatches, freeing operators to spend more time with passengers that required more comprehensive support
Solution B&L selected CI’s Enhanced Voice Portal (eVP) [formerly eIVR] with Speech Recognition. The solution interfaces with Avaya IP Office to identify callers, and
then moves them through the process of requesting a cab pickup. The eVP solution retrieves the caller’s telephone number from the Avaya IP Office PBX and queries B&L’s dispatch customer database looking for a match. If a match is found, the caller hears the address on file and is asked to confirm that is where the vehicle should be sent. If a pickup is required at a different address, the caller is transferred to an operator for personal service. When the system cannot find an ANI match, the caller is immediately routed to an operator. At times, local businesses will also call for a customer who needs transportation. In this case, the business can use its “location ID” — a special identifier in the database — and continue through the self-service option on behalf of its patron. Additionally, a customer can say someone else’s name if that is the location for the pickup.
avaya.com | 1
Implementing the automated system has delivered a return on investment of more than 300% per year.
About DevConnect DevConnect is Avaya’s developer and technology partner program. Through a free Registered level membership in DevConnect, members are able to access a wide range of developer resources, including APIs, SDKs, technical support and training. Enhanced Membership options offer higher levels of technical support, compliance testing and co-marketing benefits. To learn more or register for membership, visit www.devconnectprogram.com.
About Avaya Avaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya’s fabricbased networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com.
2
| avaya.com
Results
Learn More
Initial customer usage of the automated system resulted in approximately 15% of dispatched calls going through the automated system. B&L typically dispatches over 30,000 taxicab trips a week, and data shows that approximately 40% of those requests are repeated within 60 days. By providing customers with a self-service option, B&L began dispatching approximately 7,000-8,000 trips a week through the new system. On average, a full-time operator can dispatch around 1,100 calls per week. Implementing the automated system has delivered a return on investment of more than 300% per year.
To learn more about Avaya solutions and DevConnect Technology Partner CI, contact your Avaya Account Manager or Avaya authorized Partner. Or, visit us online at www.devconnectmarketplace.com.
“Over time customer acceptance has grown, and presently 30% of the dispatched cabs go through the automated system without any human involvement,” said John Camillo, B&L CEO. “Due to efficiencies gained, the vehicles dispatched increased by over 10% in the first year! Clearly we are encouraged by this direction and continue to explore additional options to increase efficiencies in our organization and methods to enhance our passenger’s experience, for instance, appointment reminders for our drivers for passenger pick up and/or vehicle maintenance.”
ABOUT CI CI is a leading software manufacturer of IVR, CTI, Call Back, Outbound, Messaging, IP Phone applications and mobility solutions for the contact center. Founded in 1979, CI is focused on delivering solutions for mid to large enterprise clients that reduce costs, increase profitability and enhance overall customer satisfaction. With thousands of delighted clients, CI offers complete end to end solutions that can be purchased through its distributor or reseller network. Headquartered in Lenexa, Kansas, CI is recognized worldwide for innovative business applications and solutions, exceptional service, and support. For more information, visit www.instruments.com.
© 2015 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 06/15 • CC7753DEV
