INTERALIA PARTNERS SUCCESS ON HOLD TO IMPROVE CUSTOMER INFORMATION FOR THAMESLINK TRAINS

Previously, Thameslink had used an Interalia MMU hardware unit at their City Station, which had been installed in 1992. Announcements are regularly updated, often involving as many one or two updates every two hours, carried out by a team of eight.

It was agreed that the MMU unit needed to be updated with new hardware that would allow Thameslink the flexibility to expand the services offered on their information line. With a view to improving the caller experience at Thameslink, SOH not only installed the hardware but also was instrumental in providing a tailored solution that included some voice and scripting support to members of Thameslink staff.

SOH has provided Thameslink with an XMU+ 8-port hybrid line card equipped with a 16-minute memory module. It provides callers with a variety of messages without requiring a dedicated port for each message. The XMU+ enables Thameslink staff to easily and instantly change any announcement message so callers only receive the most up-to-date information. Messages can be scheduled to play on certain dates for holidays and events, or can be activated during peak calling times to notify callers of delays. It can also be used to prompt callers to have information available before talking to a live agent (credit card numbers, account information, etc.)

“It is important that we provide our customers with clear, up to date messaging”, says Ginny Chart, Retail Services Manager. “We have used Interalia announcement and call processing systems in the past and have always been delighted with the products quality, reliability as well as the after sales service provided by SOH. Interalia’s XMU+ was chosen for its reliability and ease of use. It is not only a cost effect system that enables a more productive use of our personnel, but it also provides us with data on the number of people calling the information line.

Interalia XMU+ fills the void between simple passive announcers and expensive voicemail or IVR systems. It is compatible with all major telephone systems, is easy to install and operate and offers numerous highly developed features. The standalone system is designed as a solution for any industry needing auto attendant, ACD announcements, music/marketing-on-hold, interactive audiotext, call processing and basic IVR functionality.

“The XMU+ is playing a key role in facilitating remote, flexible management of a solution for Thameslink whilst enabling the delivery of high quality audio over the telephone system”, said, Rob Farnham, Managing Director of SOH. “It was fundamental in the success of this project which has received positive feedback from Thameslink’s customers”.