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.
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.)
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.
The customers may place a call for service to the service provider (transit, insurance, road assistance, etc.) in one of the following ways:
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.
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.).
The system can be customizable upon client's request regarding:
Choose one of the following Call&Nav deployment options that suits you best:
The system has been installed in operation in the following clients:
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