As an established taxi company, Silver Top Taxis understands well that it operates in a highly competitive industry where efficient customer service is paramount to success. It runs a busy contact centre handling inbound customer calls, from car bookings to trip confirmations and cancellations. In July 2000, Silver Top implemented its first IVR solution designed to enable automated bookings. Database inaccuracies, however, eventually became a major problem and efficiency was quickly compromised.

In 2005, Avaya answered Silver Top’s need for better database management with the Avaya Text-to-Speech (TTS) IVR solution. The system was implemented on an Avaya S8700 server, and deployed over an Avaya IP Telephony Network delivered by NSC Enterprise Solutions, an Avaya BusinessPartner.

Thanks to Avaya’s TTS, database problems became a thing of the past as Call Line Identification (CLI) technologies provided automatic caller identification, and voice prompts increased customer confidence. The implementation served to lower administration costs, and increase call automation and resolution rates while improving overall customer/driver satisfaction. Silver Top foresees that the TTS system will empower its future business, by providing Silver Top customers with an intuitive service on their mobile phones. With the growth of 3G mobile networks and mobile Internet use, Avaya’s TTS is set to become an integral part of Silver Top’s business.

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Solution Area:
IP Telephony

Primary Solution Area:

Primary Product:
Avaya IP Telephony
Avaya Text-to-Speech
S8700 Media Server

Secondary Solution Area(s):

Secondary Product(s):

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