AAA Minneapolis Deploys Avtec’s Dispatch Consoles (8/17/12)
The Minneapolis affiliate of the American Automobile Association (AAA) deployed Avtec’s dispatch console. AAA has served millions of members from the Minnesota area since it was founded in 1902, answering more than 200,000 calls each year for emergency assistance.
“Communication is vital to our business, and emergency roadside service is one of the key deliverables for AAA nationwide,” said Ken Mohr, vice president of member services at AAA Minneapolis. “It’s the main reason many people join AAA. We’ve got to be able to rely on our communications, from the initial customer call through the entire dispatch experience, so we can tell people when they can expect their help to arrive.”
As call volumes and the demands on the legacy communications consoles increased, AAA Minneapolis realized it was time for a technology refresh. “We were using separate systems to answer telephone calls and dispatch responders, and our original systems could not be integrated,” Mohr said. “As our member call volume grew, we needed to become more efficient. The time had come when we had gotten as much life out of our legacy consoles as we could.”
AAA Minneapolis runs its call center using a four-console Scout VoIP system.
Integration of the association’s various systems streamlines operator activity, combines telephone and radio communications into one interface, allows AAA operators to join stranded motorists on their telephone calls with emergency vehicle radios to assist in improved response time, and saves dispatchers five to eight seconds on each call.
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