Trapeze IVR Overview Providing Options for Our Riders

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 Call From Any Phone, any Time Riders 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

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

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. ”

Pass 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

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…

Vehicle ETA and Driver Information

Estimated Drop-off Time

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