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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 reachability, a self-care call solution was deployed: the Visual IVR. Rolled out in just 10 days (and still active since 2019), the Visual IVR has enabled RATP customers to handle their requests independently through 24/7 digital journeys. This solution also includes the distribution of information on line openings and the download of documents, 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.
