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A Call Center support Dispatching and Fleet Management System for Taxi companies, Courier services, Insurance companies, Road Assistance and Emergency services.
The system consists of a central geo-information server communicating with mobile navigators over 3/4G networks.
Key Features
- Call management and route assignment based on vehicle location and availability in real-time
- Monitoring of the progress of the calls with automatic flagging of their status
- Fair distribution of calls to Agents based on custom settings
- Automatic distribution of calls if required (with no operator intervention)
- Fast response and automated communication between the center and the vehicles for call assignment
- Immediate geo-location of any start/destination address
- Continuous monitoring of the movement of the fleet of Agents or vehicles
- Ability to specify shift times, so that only the vehicles of the current shift may be used each time
- Creation and management of customer data, driver and vehicle Database
- Complete reporting: who dispatched whom and who accepted the call where and when
- Step-by-step navigation of the rover Agents towards receipt and destination points
- Custom mapping: Create and overlay custom geographic data (e.g., POIs) and content over our detailed Maps
- No specialized prior experience required. Train employees within hours.
How it works
Call Center Operators
Moving agents are equipped with special terminal devices of the latest technology (Android Tablets), through which they are in constant connection with the system. The telephone center operator has at his disposal an intelligent application for dispatching the calls he receives, which is in constant connection with the Agents and is monitoring their movements.
Incoming calls are entered into the system either by the operator, who transfers the data of the telephone communications to the system (start and/or destination points, customer identity, etc.) or they are entered automatically, if they originate from the end customers who use the calling application from their smarthphone.
From any of the two channels a call may originate, the operator can see, very easily, on an interactive map at his disposal, the free Agents who are near the customer’s location, and choose one of them to suggest undertaking serving the call (fare for a Taxi service, on-site visit for an Insurance service, etc.). This is done with the press of a button (i.e., no other communication with the agents is required).
The Agents receiving the call have a limited time to answer if they can serve it or not. The call is assigned to the first agent who replies affirmatively to the invitation, and the customer is notified simultaneously.
The operator has a list available, containing all calls that are being served and the phase in which they are (“to receive”, “servicing”, etc.).
The entire history of the served calls is recorded and is available for the production of various types of reports (per agent, per day, per customer, etc.)
Rover Agents
They use a smaprtphone or tablet of the latest technology, through which they are continuously connected with the system.
When a customer requests to be served (either by telephone, through the Center or by using the special application on his smartphone), the Agent sees the call appear on the screen of his device.
The call displays the customer’s data, his location, etc.
The Agent must reply within a specific time (by pressing a button) whether he can serve the call or not.
If he replies affirmatively, he begins the actions to perform the itinerary towards the customer. The customer is informed (automatically) with the data of the agent who is going to serve him. During the itinerary, the Agent may use his device as a simple navigator with step by step voice directions.
After completing the service of the call, the itinerary is recorded and is available in the agent’s personal itinerary file, which he can look up at any time using the system’s web site.
At any time, the Agent can sound an alarm-SOS by activating a “hidden” button, which is installed in a place known only to him. The SOS is transferred immediately to the Center and to other recipients, which he has suggested, via a telephone call or SMS.
Public - End Users
The customers may place a call for service to the service provider (transit, insurance, road assistance, etc.) in one of the following ways:
- Using an ordinary telephone call to the provider’s telephone center, which is handled by the operator.
- Using the special application on their smartphone (android, iPhone).
- Using the web application on the service provider’s web site.
Each new call is added to the list of the operator, who undertakes its processing by using the Center’s application.
The customer is informed (either by telephone by the operator, or via the web application) about how and when his call will be served.
After the processing is completed, the call’s history is recorded and is available in the customer’s personal file, which he can look up at any time using the service’s web site.
System services
Update the system database as required with new information regarding geographic data or fire service data (e.g. new roads, new water tanks, new installations, etc).
Create and attach personal content on the maps, accompanied by descriptive information (e.g., flags-notes, message marks, vehicle routes, etc.).
Customization / White Labeling
The system can be customizable upon client's request regarding:
- Its functional characteristics (more features can be added to cover specific requirements and needs.
- The user interface (look & feel with company logos).
- Its connectivity with other back-office and legacy systems (GIS, ERP, etc) or data bases.
- The geographic coverage so that the required areas are covered to the suitable detail.
Deployment Options
Choose one of the following Call&Nav deployment options that suits you best:
- Purchase of the Call&Nav software and installation on your own Server
- Use of Call&Nav as a service (running from our own servers) under a fixed monthly fee independently of usage capacity
- Use of Call&Nav as a service (running from our own servers) with a monthly fee depending on the number of expedited calls
Installations
The system has been installed in operation in the following clients:
- Snappcar Inc a New York City based company that provides services to Taxi Unions
- GanDirect LTD an insurance company, based in Limassol, Cyprus
- Rescue Line a road assistance company, based in Nicosea, Cyprus
- DOCA taxi. Is a drivers union in Lagos, Nigeria