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Transportation
Airlines:Frequent Fliers
A large number of calls to airlines involve questions about frequent flier
programs. Most callers are trying to get a record of their mileage credits or
update their account. A Computer Telephony system answers these calls, leaving
airline agents free to field revenue-producing calls. The system is programmed
to ask for each caller's frequent flier number and security code. After this
information is taken, the caller is prompted to enter digits to verify flight
credits and the number of points accrued.
Airlines:Crew Scheduling
Computer Telephony systems can be connected to airline computers to handle
scheduling of crews and management personnel. The system asks each caller for an
employee identification number and password followed by a series of questions
requesting desired flight schedules, vacation times, and stop-over intervals.
The computer correlates the results and develops a workable schedule.
Airlines:Flight Status
A large number of calls received by airlines involve questions about flight
status. This information can be dispensed by a Computer Telephony system more
effectively without any inconvenience to airline personnel. The same computer
that activates the arrival and departure listings seen in airports can be
connected to a Computer Telephony system to provide the information in recorded
format to callers.
Trucking:Dispatch,Logistics
Special dispatch and messaging systems are starting to use call processing
technology to make it easier for truckers to receive instructions from their
dispatchers without being kept on hold for long periods of time. Drivers are
provided with an identification number and job number for each load. A series of
codes is provided by the Computer Telephony system that is input by the driver
to indicate the status of a delivery. The codes include information about the
time of pickup, distance traveled, and estimated time of delivery. This
information is forwarded to a computer to determine the optimal coordination of
return loads, alternate routes, and contingency plans. ANI (Automatic Number
Identification) can be used to validate truckers' locations or to automatically
pull up records for automated dispatch.
Trucking:Driver Messaging
Computer Telephony systems make it easier for truckers to communicate with their
families when they are on the road. Drivers and their families are assigned
voice mailboxes. When drivers stop for a rest they can call the system, enter a
password and mailbox number, and listen to any messages. They can also record
voice messages for family members and forward them to the appropriate mailbox.
Shipping:Global Tracking
Shipping lines track the progress of cargo ships for thousands of ports
worldwide. They receive daily reports of location, weather conditions, delays,
repairs, and other information that is entered into a central computer. This
information is used to answer the many calls they receive concerning the
whereabouts of ships and their containers. A Computer Telephony system,
connected to the shipping line's central computer system, can provide this
information to callers automatically. Callers are prompted to enter a shipping
manifest number or the number of the ship or containers in question. The system
responds with the currently available location of the ship, its destination, and
the estimated arrival time at port.
Railroad/Bus:Scheduling
Regional and nationwide train lines are beginning to employ specialized Computer
Telephony systems to answer callers' questions about train schedules. Callers
listen to a list of train lines and then select the line in which they are
interested. The system plays train numbers and up-to-the-minute departure and
arrival times. More sophisticated systems will transfer calls to agents so that
tickets can be ordered.
Package Tracking
Most package delivery companies are now installing computerized tracking and
inventory systems for major clients. These systems allow customers to generate
their own packing slips that are automatically logged by the delivery service.
Computer Telephony systems can be connected to these computers to allow
customers to dial in and enter a tracking number by phone. The system provides
the location of the package and the estimated delivery time and location. More
sophisticated systems can produce a lost package tracer report that can be
automatically faxed to a customer.
Courier Availability
Companies providing courier services have a computerized list of couriers on
file, indexed by their routes and availability. When a job comes in, the
destination of the package and the required time of delivery are entered in the
computer, which searches the records for available couriers. Calls are placed
automatically to the eligible couriers asking them to contact the office.
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