Central Taxis, Edinburgh's largest black cab company, is to install a Microsoft-based contact centre software package next month in a bid to boost customer service and loyalty.
The firm, which operates 400 taxis, will deploy the Customer Interaction Centre (CIC) software from Interactive Intelligence at its Edinburgh contact centre. The firm said it has invested "a substantial five-figure sum" in the software.
CIC will be used to handle the 6,000 to 7,000 calls a day that Central Taxis receives. Its features include multimedia call routing and queuing, interactive voice response, call recording and web chat. It runs on Windows Server 2003.
The CIC platform will replace existing Dos/Unix-based software. CIC will be integrated into Central Taxis' booking and dispatch system.
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