Glasgow Taxis

Case Study

Glasgow Taxis adopts Universe for their Contact Centre

With a fleet of over 800 taxis, Glasgow taxis is the largest supplier of licensed cabs in Glasgow, and the largest in the UK outside London. Firstcom has been supplying their telecoms since 2013. Last year they approached us to assist them with moving over to a cloud solution, upgrading from their aging Avaya PBX. After working closely with the customer  and our technology partner Mobile Technologies International (MTI), to learn about their requirements we designed a solution that would meet the demands of their busy contact centre.

Firstcom’s Universe platform is fully integrated with MTIs taxi dispatch software.

Dispatch integration delivers taxi companies
the following features:

  • Caller recognition
  • Ring/text on approach
  • Screen popping
  • Best match car booking system
  • Auto booking with address and time of day matching

The 55 telephone operatives were given encrypted Universe licences along with a mix of the latest Poly VV350, VV450 and conference devices. It was important that the operatives also had the flexibility of receiving calls via the desktop application. The Universe system gives Glasgow Taxis the following benefits.

  • Wall board – The customer can keep track of calls made on each of their numbers, calls made per team member and how many callers are in the queue.
  • The Universe IVR allows the customer to place callers in a queue when all the team members are busy. This means they hear a recorded message not an engaged tone whilst they wait for an operator to become available. User level call recording and call encryption.
  • Hot desking: shift workers can sign into their Universe account with their personal log-in and use the phone on the workstation. The customer can monitor the performance of each operative using the statistics section in the wallboard feature.
  • Mobile and desktop applications allow home-based operatives to take calls on their own device when a physical handset in not practical. More crucial than ever during the lockdown.

Rob McLean, Company Secretary at Glasgow Taxis, spoke about the install

“I have never experienced such a smooth transition to any new system. All the TelOps and Supervisors were logged in and up and running in minutes and commented on how easy it is to pick up. The Universe portal and the way it gives us so much control is brilliant. It really is self-explanatory – there is no need for any complicated technical guides. All the staff have remarked on both the system and the people they met”