The UniBook platform is a proven system designed specifically for transportation trip automation; over 10 million calls per year are handled by UniBook.  UniBook allows riders to order transportation services through a completely automated telephone interface and integrates with your company’s PBX telephone and computer dispatch systems in order to act as a “computerized” call center agent.

• Automates incoming and outgoing calls for transportation service and trip verification
• 24/7 system that never calls in sick, takes a coffee break or is rude to customers
• Improves customer service by reducing hold times and abandoned calls by speeding up the order process
• Allows the caller to transfer to a live agent at anytime
• Integrates with your existing PBX phone system and dispatch/scheduling systems
• Integrates with third party transportation provider software and dispatch systems

To utilize UniBook, passengers simply dial your phone number and are provided with the choice of reserving a ride automatically or waiting to speak with a live agent. The system is aware of the caller’s address based on the calling number and information taken from your dispatch system. Once the call is answered, an automated system asks the caller if they would like to be picked up at the address associated with their phone number or account. A caller can book a trip with UniBook in less than 15 seconds.

What are the benefits of UniBook?

UniBook enables efficient management of your call center by automating calls for service which in turn reduces hold time and abandoned calls, increases trip count, and allows your call center agents to handle the callers who truly need to speak with a live agent.

Typically callers spend anywhere from 30 seconds to 5 minutes on hold for taxi service. Many callers hang up in frustration and look for alternative solutions, resulting in an abandoned call and a lost trip. By automating a significant portion of your calls, hold times are reduced and fewer callers hang up. UniBook aids the non-automated callers by relieving pressure on your call center agents and allowing them to spend extra time on the phone with more needy callers. Ultimately, trip counts are increased and callers are happier because their call was handled more efficiently—making it more likely they will call you again.

What have been the results at other companies?

UniBook is currently live at over 20 transportation companies across the U.S. and Canada. Our first launch was in February 2002 at San Francisco Yellow Cab, which is currently automating around 45% of their calls for taxi service. Automation rates average anywhere from 20% to 40% of your calls for service.

Please choose the UniBook IVR package that best suits your business needs.  All UniBook products have flexible integration methods and can be fully customized.