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RATP is obliged to redouble its efforts in the face of ever-increasing call peaks, particularly during exceptional events such as industrial action or the COVID-19 crisis. In all circumstances, its call centers must be relieved as a matter of priority in order to guarantee uninterrupted service quality.
To maintain a high level of accessibility, we deployed a self-service call solution: the Visual IVR. Implemented within 10 days, the Visual IVR has been active since 2019, enabling RATP customers to independently handle their requests through digital pathways available 24/7. This solution also includes dissemination of information about line openings and document downloads, such as delay certificates.
"The social movement enabled us to deploy DialOnce's Visual IVR, to verify our customers' acceptance of this type of usage and to validate the benefits of the solution for both customers and employees."
Gaëtan Bultez
Head of Customer Service - RATP
To watch the full replay of Gäetan Bultez's testimony at All4Customer 2024, please complete this form.
