Telephony for Carriers and Passengers

Alexander Sapov

CEO, GetTransfer.com

Sometimes we’ve only got minutes to get to an airport urgently or organize the transportation of a large team to a corporate event. Our team solves these problems every day around the globe and therefore, efficient and organized communication between carriers and passengers is one of our priorities.

With Voximplant, our team was able to quickly implement a solution that allowed us to organize outgoing and incoming communication flows and minimize the waiting time for customers.

We also appreciated the flexibility of Voximplant as we got a tailor-made solution that works for our operators and business needs.

Communication between passengers and carriers takes place inside the service, but if the situation is more complex, customers can request to speak to a human operator. Using the Voximplant platform, the company has written an extension for Google Chrome in which operators can make outgoing calls and receive incoming calls, while all information about transfers and call history is available in the customer card (CRM).

Moreover, scenarios for call forwarding and incoming distribution are implemented according to the availability and specialization of operators.The decision on transferring to a particular specialist is based on the country from which the call is received and the type of caller – passenger, carrier, B2B client, or new contact. Outgoing scenarios are also configured using an algorithm to determine from which number it would be most economical for the company to make an outgoing call and when to call, depending on the client’s country and past call history with the company.

Telephony for Carriers and Passengers

Results

EFFICIENCY
Calls are transferred to specialists to resolve issues as quickly as possible
SAVINGS
The service automatically selects a number that will be more profitable for both the client and the company to make an outgoing call
CONVENIENCE
Operators make and receive calls directly in the web interface, with all of the necessary information from the CRM pre-loade

Telephony for Carriers and Passengers

About company

How it Works

Results

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HowTo’s

Platform documentation