Airlines: Frequent
Flyers
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.
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.
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 container
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.
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