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Real-Time Communications Technology Roundtable August 2009

Real-Time Communications Technology Roundtable August 2009. Corporate Highlights. Fully Owned by Enghouse Systems Publically Traded on the Toronto Stock Exchange US$53 Million In Revenues Financially Sound for 25 Years References Around the World. TSX:ESL. Ontira Experience.

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Real-Time Communications Technology Roundtable August 2009

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  1. Real-Time Communications Technology Roundtable August 2009

  2. Corporate Highlights • Fully Owned by Enghouse Systems • Publically Traded on the Toronto Stock Exchange • US$53 Million In Revenues • Financially Sound for 25 Years • References Around the World TSX:ESL

  3. Ontira Experience • Transit IVR Pioneer in North America • 25 Years Experience • 75% Market Share in North America • Patented Transit IVR Technology • Employs Technical Industry Professionals

  4. Transit Multimedia • Interactive Voice Response • Automatic Speech Recognition • Text Messaging • Web Based Applications • Kiosks • Email

  5. Information Platform

  6. Why Turn to Media? • Keep your Riders Informed • Give your riders the information they need, when they need it • Stay Connected to your Riders • Empower Transit and Paratransit Riders with Technology • Improve Customer Service • Reduce Operating Costs • Provide 24/7 Access to Transit Information

  7. Paratransit Technologies • IVR and WEB • Confirmations & Cancellations • Real Time “Where is my Ride?” • Trip Booking • Trip Reminders and Real Time Notifications • Day before • Real Time Delays • Text To Speech • Speech enabled (ASR) IVR

  8. Case Study NEED: Heavy increase in service demand for paratransit service with no increase in service funding SOLUTION: Automated Customer Service Technology - Ontira’s paratransit IVR - Text to Speech (English and Spanish) - Confirmations, Cancellations - Trip Booking - Automated Dial Outs - Trapeze PASS - GreyHawk MDCs

  9. Case Study RESULTS: - First Agency in North America to deploy IVR Trip Booking - IVR Confirm Cancel Reduced Staff Requirements by 2800 hours per year – which were re-directed to reducing hold times and deliver higher customer service to those who require special attention - Eliminated the need for after hours and weekend staffing of the call center

  10. Case Study Affordable Scalable Solutions - Savings in Small Agencies too: ** ECCTA reduced No Show Rate by 130% ** ECCTA reduced Cancel Rates from 22% to 15% - Trapeze PASS - Mentor MDCs

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