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Trapeze IVR Overview

Trapeze IVR Overview. Providing Options for Our Riders. Modules. Dial In – Cancel and Confirm Call Outs Night Before/Eligibility Recertification's Reminder same-day Calls Email Notifications Web based Trip Administration. Dial In – Cancel and Confirm Benefits.

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Trapeze IVR Overview

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  1. Trapeze IVR Overview Providing Options for Our Riders

  2. Modules • Dial In – Cancel and Confirm • Call Outs Night Before/Eligibility Recertification's • Reminder same-day Calls • Email Notifications • Web based Trip Administration

  3. Dial In – Cancel and ConfirmBenefits • Call From Any Phone, any Time • Riders Can Cancel 24 hours a day • Decrease Number of Late CX and No Shows • Reduces The Number of Incoming Calls • Riders Don’t Need to Talk to a CSR *English and Spanish options

  4. Call Outs • Automatic Reminder Calls the Night Before • Trip Confirmation • Ability to Cancel Trips • Eligibility Recertification Calls 45 days out * Riders Must Register for Night Before Calls

  5. Reminder same-day Calls • Call is set to dial 15 minutes before beginning of pickup window • Message: “Hello, This is a call from Palm Tran Connection's Automated System to remind you that you have a trip scheduled today. Your pickup window is between _______ and  _______. Please be ready and waiting for the driver at the beginning of the pickup window and at your scheduled pickup location.  Thank you and have a great day.”

  6. Pass E-Mail • E-Mail Trip Information • Trip Details for today and tomorrow • Client initiates E-Mail to: palm-passweb@pbcgov.org in subject line Client ID : Password

  7. PASS Web • Designed for desktop, laptop, tablet or smartphone • Automatically detects the device and browser (Desktop vs. Mobile) and adjusts the display • Screen reader friendly • Book or schedule trips using the PASS algorithms • View trips by week, month, past or future • Trapeze chooses best schedule available • Confirm and Cancel Trips • Track vehicle with a Google map • Opportunity to provide Feedback • English and Spanish • Testing Phase – Focus Group – Invite users…

  8. Vehicle ETA and Driver Information

  9. Estimated Drop-off Time

  10. Thank you for your time.Questions? Louis Ferri Operations Manager Palm Tran CONNECTION 50 S. Military Trail, Suite 101 West Palm Beach, FL 33415 (561)649-9848 Ext: 3620 Lferri@pbcov.org

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