PBS&J Drives Caller Satisfaction With Voxeo-Powered 511 Phone Applications
PBS&J deals in transportation planning, design, program management, traffic operations and construction management. The company has 80 offices and employs 3,900 people. Pursuant to a directive issued by Federal Communications Commission, 511 was introduced as the abbreviated dialing code for real-time travel information. PBS&J is a leading company in the field of 511 system planning and execution. This case study delves on the challenges faced by the company in integrating the new 511 system with the existing structures. The new system required speech-driven Interactive Voice Response (IVR) system. The company had to design the system to accurately capture the complex data of local terminology and road names. The system further had to deal with fluctuation in the user traffic due to uncontrollable variables such as holiday travel and weather conditions. The paper also studies other problems faced by the company such as erratic costs as the costs tend to vary with system expansion, call volumes, administration and call transfers. The paper goes on to study the solution adopted by PBS&J. The company decided to use Voxeo system. Voxeo provided an on-demand Interactive Voice Response solution. This solution provided the best-in-category IVR system, while significantly lowering the time and cost of the project. It also included phone and web-based tools. The paper states that the system was also easy to maintain.