HandyLine helps you automate your transit call center by providing your paratransit riders with access to automated ride information. Riders can call HandyLine to confirm and cancel their existing trips, book new trips, and access information on your services.
With HandyLine, paratransit riders can manage their own trips without waiting for a customer service agent. The end result for transit providers is more well-informed riders, increased call center capacity, and improved customer service.
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Benefits
Cost Savings – Your call center capacity increases without adding staff. Automated trip reminders reduce the number of no-shows and late pick-ups.
Enhanced 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 HandyLine. Repetition of the same information is not necessary.
Standard Features
Confirm / Cancel – Riders can confirm the time, date, origin, and destination of previously scheduled trips without speaking to an agent. Riders can cancel trips according to your policies.
Bulletins – Announce special events, emergency information, delays, and detours to riders. Bulletins can be generic or specific to the client, trip, or time.
Surveys – You can configure surveys to poll your riders 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 HandyLine usage statistics.
Security – The privacy of riders is protected. HandyLine users must enter a valid Customer ID and Password to access their information.
Control Center – The Control Center is a sophisticated administrative tool for configuring HandyLine without the need for system downtime. It is simple, yet flexible and highly configurable.
Optional Features
Booking – Riders book trips without speaking with an agent. Riders can select trip locations from previous trips, pre-registered locations, landmarks, maps, or addresses.
Dial-Out – HandyLine can be paired with MessageCenter to provide automated trip reminders, renewal notices, and other messages to riders.
AVL/MDT Integration – Provides riders with real-time notices of vehicle locations and any delays.
Wireless Supervisory Tool – PocketQuest™ PTS provides supervisors with real-time access to vehicle location, vehicle manifests, and client information via wireless Personal Digital Assistant (PDA).
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.
Media Options
HandyLine 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 – HandyLine integrates seamlessly with your scheduling and dispatch environment. HandyLine also integrates with BusLine and TripFinder.
Scalable – HandyLine can scale to handle any call volume.
Configurable – You can change bulletins, surveys, or agent settings at any time.
HandyLine in operation
Current installations of HandyLine are running with full integration of major scheduling providers like TranSched, GIRO, RouteMatch, StrataGen Systems, and Trapeze Software Group. Many of these systems are also enhanced to include the real-time information provided by AVL/CAD vendors, such as ACS, Continental, INIT Innovations in Transportation, Mentor Engineering, and Grey Hawk Technologies.
Ontira has installed over 70 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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