|
| |
 |
UNICALL |
 |
|
 |
| |
|
| |
| |
| UniCall - Outsourced call center solutions |
|
| UniCall is Unified Dispatch's centralized and next-generation call center platform. Leveraging falling costs of transporting telephone calls and associated data over long distances, UniCall enables localized call centers to consolidate and/or outsource their call and dispatch center operations. Unified Dispatch's proprietary middleware, UniExchange, allows central global call centers to use a single Customer Relationship Management (CRM) order-taking screen to book orders for multiple back-end fleet dispatch systems. This centralization and outsourcing significantly improves service and reduces labor costs. Instead of routing calls to local agents who incur very high costs, calls are directed to global and national call centers either operated by the transportation company and/or by Unified Dispatch. The vast difference in scale allows the global call center to realize huge economies in overhead, while still being able to communicate with customers and vehicles as if the call center were positioned locally. |
|
 |
|
| Additionally, UniCall allows for "virtual" global call centers with distributed agents across a variety of geographic regions, and all logged in to the same call center system, whether from a call center or from the agent's home. Through UniCall's "skills-based routing", incoming callers are routed to a particular agent exactly suited to the caller's individual needs. For example, a Spanish-speaking disabled passenger requesting a wheelchair-enabled vehicle under the stringent requirements of the Americans with Disabilities Act (ADA) would be routed to a Spanish-speaking agent with the appropriate specialized training and knowledge. Further, large virtual call centers handling multiple accounts across a spectrum of industries can staff appropriately to handle peak call times-such as rush hour, rainy days, or holidays-assuring high quality service by eliminating or reducing busy signals, hold times and dropped calls. |
|
| |
|
|
