As the public becomes more technologically savvy, the demand for rapid, individual transit information is higher than ever. BusLine addresses this need with fast, reliable schedule information, pinpointed to exactly where it is needed – at your customers’ fingertips. Riders can access scheduling information 24/7, without a corresponding increase in call center staffing costs. BusLine helps you automate your call center by providing transit riders with next bus times, bus schedule information, bulletins, as well as other routine transit information.
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Benefits
Cost Savings – BusLine automates up to 90% of all call traffic. Therefore, your call center capacity increases without adding staff and the overall cost per call is reduced.
Better Customer Service – Riders have convenient 24/7 access to transit information. Busy signals and hold times are reduced or eliminated. Your customer service department is able to provide more personalized service to callers who have more complex inquiries.
Staff Morale – The most common inquiries are handled by BusLine. Repetition of the same information is no longer necessary.
Standard Features
Schedule Lookup – Riders select their route, time, and location. BusLine provides a bus schedule for their route at that time, at that location.
Bulletins – Announce special events, emergency information, delays, or detours to riders. Bulletins can be generic or specific to a route, date, or time.
Surveys – Surveys can be configured to poll your riders on any subject and to receive detailed feedback on the results. Questions can be given in varying formats, such as multiple choice, yes/no, or prompting for a recording.
System Reports – You can view and print detailed BusLine usage statistics.
Control Center – Configure BusLine without the need for system downtime with this sophisticated administrative tool. Control Center is simple, yet flexible and highly configurable.
Optional Features
Stop Level Information – BusLine provides schedules and next bus times for each individual stop.
AVL Integration – When BusLine is integrated with your Automatic Vehicle Location (AVL) system, riders receive real-time schedule and next bus times, adjusted for delays.
Computer Telephony Integration (CTI) – Provides call center agents with customer information already collected by the IVR system, allowing the inquiry to be handled more efficiently without the need for a caller to repeat information they have already entered into the system.
Pass and Ticket Sales – Riders can place orders for tickets without speaking to an agent. Reports are generated for order fulfillment.
Media Options
BusLine can be delivered to the public through the following media:
- Telephone - Interactive Voice Response (IVR)
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Automated Speech Recognition (ASR) using VoiceXML |
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Patented touch-tone (DTMF) |
- Web
- Kiosk
- Wireless Personal Digital Assistant (PDA) and Short Messaging System (SMS)
- Variable message signs
- Telephone Device for the Deaf (TDD)
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Implementation
Easy to Install and Maintain – BusLine integrates seamlessly with your scheduling and operating environment. BusLine also integrates with HandyLine and TripFinder.
Scalable – BusLine can scale to handle any call volume.
Configurable – You can change bulletins, surveys, or agent settings at any time.
Expandable – BusLine can handle multi-modal operational environments: bus, rail, ferry, or any other mode of transport.
BusLine in Operation
Current installations of BusLine are running with full integration of major scheduling providers like GIRO and Trapeze Software Group. Many of these systems are also enhanced to include the real-time information provided by AVL/CAD vendors, such as Orbital TMS, Siemens, INIT Innovations in Transportation, Mentor Engineering, and Grey Hawk Technologies.
Ontira has installed over 60 Automated Traveler Information Systems (ATIS) at transit sites across North America. Collectively, our IVR systems handle over 2.5 million inquiries per month.
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