Mobile Knowledge Launches Hosted IVR Service
Cost Savings and Increased Efficiency via Call Center Automation
Ottawa, Ontario, 03 January 2018 – Mobile Knowledge Systems, Inc. is pleased to announce the launch of its hosted Interactive Voice Response (“IVR”) service for its valued Fleet Partners. Fully managed, and hosted in Amazon’s AWS Cloud, the IVR service allows operators to reduce their labor and overhead costs through automation of many inbound and outbound calling functions.
Core features of the Hosted IVR solution include:
- Immediate Bookings for Repeat Callers
- Trip Status (including ETA) for All Callers
- Stale Call Verification
- Next Day Reservation Validation
- ‘Will Call’ Trip Release
- Dial ‘0’ to Speak with Operator
The hosted IVR platform is compatible with a wide range of 3rd party PBX systems as well as the Mobile Knowledge Hosted PBX. Trip Automation rates of up to 45%, and overall inbound call automation rates of up to 65% have been achieved.
In addition to providing greater call processing capacity, reduced wait times and enhanced information services for riders, the hosted IVR serves to reduce no shows by allowing drivers and passengers to connect via the Passenger to Driver (P2D) and Driver to Passenger (D2P) calling features. When enabled, passengers are invited to speak directly with their assigned driver when calling the main dispatch number, and drivers can be provided with a single number they can call to automatically connect with their passenger (without disclosing the private contact information). These calls are recorded and available to authorized fleet personnel for quality assurance purposes.
To learn more of the values and benefits of the Hosted IVR service, please contact Mobile Knowledge at solutions@mobile-knowledge.com to have a discussion or to schedule a demonstration.
