Transit Authority at technology forefront

A Leading Transit Authority uses Cistera in contact centers handling over 2000 calls daily working to ensure the safety, security and schedule of millions of passengers. Public transit is on the forefront of a wave of technology. Designed to make riding safer and more convenient, one transit authority is leading the way. The agency has a strong commitment to exploring new communications technologies. Cistera is designed to gather, process and disseminate system information, allowing customers to make better travel decisions. The agency operates fixed route buses, flex route buses, express buses, ski buses, three light rail lines (TRAX), a streetcar line (the S-Line), and a commuter rail train (FrontRunner). The Cistera Suite was adopted to enhance its customer service, transit schedules and customer experience programs. Transit authorities maintain its high level of service delivery using Cistera. By capturing and providing customer call data for information, issues or events, supervisors are able to listen in or review call recordings for:

• Agent performance audits
• Tracking incidents
• Route management

Cistera’s Advanced WorkFlow options include screen capture to capture workstation flow while calls are in progress. Cistera Transit Authority technology helps departments to increase actionable data and analysis. This makes it possible to improve efficiency and reduce costs while managing regulatory requirements.