Technology Support for Major City’s Transit System
A major Transit Authority was seeking a partner to support the managed services for their network, servers, desktops, monitoring, and help desk functions.
A State Tollway desired implementation of a new SAP-based Customer Relationship Management System serving over 3 million customers. As part of this project, the Tollway’s Contact Center had to be migrated from an old Avaya based system to a new Cisco-based system integrated with SAP. The Tollway contracted with Accenture to provide these services. Accenture partnered with SDI to assist in the implementation of these services.
The Tollway’s Contact Center is comprised of 200 call takers handing over 15,000 calls per month. The Tollway required a new Automatic Call Distributor (ACD) system and a new Interactive Voice Response (IVR) system integrated with SAP so callers could check their balance, add funds to their account over the phone without the need to transfer to a live agent. The Tollway also required automated outbound call campaigns to remind customers of an outstanding balance or expired credit cards. These services would also be available in the Spanish language.
SDI services include but are not limited to the following:
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