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Challenge

The Stark Area Regional Transit Authority (SARTA), which serves the Canton, Ohio area, has a proud history as an agency that has set the benchmark for excellence in the transportation industry. SARTA maintains a strong focus on fulfilling their primary mission—providing safe, responsive, and efficient transportation for all citizens of Stark County. SARTA provides general bus service to area citizens as well as paratransit service for those citizens with disabilities. SARTA runs approximately 100 buses almost 24 hours a day, seven days a week and employs a workforce of about 200, with 50 to 75 of those being administrative staff and the rest transit drivers.

SARTA maintains its superior level of service by ensuring all facets of their operations are working at peak performance, including their communications. When SARTA made the decision to implement Voice over IP (VoIP) technology at two of their transit sites, they discovered their existing call recording solution would no longer meet their needs and had to seek out a new one.

Solution

Warwick, an OAISYS Authorized Reseller, recommended Tracer, the professional interaction management and call recording solution. Tracer automatically records, stores and organizes telephone conversations, providing multiple benefits to any business environment. Call monitoring, playback and evaluation, report generation, search functionality and much more can all be conducted through Tracer’s highly intuitive user interface.

In addition to the basic technology fit, a feature of the Tracer solution that was especially desirable to SARTA was the ability for users to review their own calls, allowing the paratransit department to critique their own ability to provide customer service.

Another Tracer feature that SARTA found especially useful was the ability to share specific segments of a call, which is made possible through patent-pending OAISYS Portable Voice Document (PVD™) technology. If a transit supervisor is listening to radio communications and they hear something of significance that the director should hear, they can simply select that call and share it with the director. When the director logs in he has an inbox, kind of like an e-mail client, and he sees that call right away.

SARTA is dedicated to demonstrating efficiency and effectiveness in the delivery of transportation services to the citizens of Stark County, and the Tracer solution from OAISYS has proven to be a valuable resource in helping the agency to achieve that important goal.