With growing rider bases, flat budgets and significant increases in services for the elderly, agencies must adapt to provide cost-effective on-demand services. LogicTree's VoxLinx™ Paratransit Solution with Speech Recognition can respond more quickly than operators reducing queues and wait times. Our solution provides the same experience to all callers – the system never gets angry, impatient or has a bad day.
Touch-tone phone systems have come a long way, but the interface still annoys many callers. Extreme Speech Recognition (XRF™) technology offered by VoxLinx™ is advanced to the point that natural speech can replace the keypad (Text-to-Speech, TTS) for the caller interface.
Benefits
- Decrease no shows.
VoxLinx's Confirm and Cancel Feature will call the rider the night before a trip, ask if the trip is still needed, and cancel it if it is no longer needed. - Raise operator productivity.
The solution can address riders' most common self-service information requests such as reviewing scheduled trips, canceling trips, booking trips and providing general program information. This frees operators to spend time on complex requests. - Boost customer satisfaction.
LogicTree's solutions provide a consistent customer experience 24x7x365. Easy access to the system is reassuring to riders who rely on paratransit services. The individual Customer Accounts option makes trips to common destinations even easier to schedule. - Enable new services.
VoxLinx™ can call riders to alert them if a trip is late, give them the new arrival time, and give the rider the option to cancel. The system can also expand to provide information on fixed routes and schedules or trip planning services. Finally, the floodgate feature lets you broadcast high priority messages to all callers.
Features
- Trip Scheduling, Confirm & Cancel.
Customers booking a trip can call in, hear information on scheduled trips, cancel trips, or book trips. The VoxLinx™ Paratransit Solution (based on our standards-based softswitch technology) communicates to your backend database or AVL system just as if an operator had made the change. - Outbound Reminder, Alert Calls.
To reduce no shows, VoxLinx™ will call riders the night before a trip and give them the option to cancel if the trip is no longer needed. If the arrival time changes the day of a trip, the system will call the customer, give them the new arrival time, and offer them the option to cancel. - Customer Accounts.VoxLinx™ works with your database to store a customer's name, home address and telephone number. The system can be configured to allow riders to store the addresses of their top 5 most frequently traveled destinations, such as Doctor, Mall, or Grocery Store. This allows the caller to expedite the scheduling of frequently traveled destinations by simply speaking the names of these destinations.
- Call Reporting.
Paratransit agencies need fast, accurate reporting and measurements of their interactions with callers. The VoxLinx™ reporting functions give you web-based access to the information that callers request, how many trips they schedule and cancel, and also let you hear recordings of individual caller sessions. - Continuous Knowledge Retention™ (CKR) & Enhanced Computer Telephony Integration (CTI).
Ever transfer to an operator after you have entered your account information only to have the operator ask for that information again? We hate that too. That's why we enhanced Computer Telephony Integration (CTI) and created CKR to capture the entire history of a customer's incoming call and pass that information to an operator "screen pop" if the rider transfers.
