In 2019, zTrip®, the largest national taxi company in the United States, was using a physical call center in Georgia to serve customers and dispatch its fleet. Things were working fine until a snowstorm nearly halted the company’s operations and ability to provide exceptional service to its clients. The event was a wake-up call for zTrip that their on-prem, server-based, physical call center model would not support the company’s high bar for customer service or its growth as a transit business. Based on a relationship with the team at Packet Fusion from years of prior project work, zTrip reached out for what they knew would be unbiased advice on moving their business to the cloud.
“We trusted Packet Fusion’s experience and reputation to help us make the change from our old system to a new, cloud-based solution for business collaboration and call center capabilities,” said zTrip’s Vice President of Technology, Luke Misgen. “Within moments of our request, Packet Fusion began to analyze everything for us, to be sure that we would get exactly the right solution.”
“Packet Fusion was pleased to help zTrip with their transformation,” said Richard Klevit, Packet Fusion Managing Director, Contact Center Solutions. “By providing access to demonstrations as well as conversations with the top providers of each of the system components that they needed, we were able to ensure that zTrip could select the best approach for its new cloud solution.”
zTrip chose the Genesys Cloud™ contact center platform for its call centers, customer engagement, and enterprise-wide unified communications. As a result, zTrip now delivers on-demand customer assistance from its call center and other service professionals located across all time zones.
When the pandemic hit the world early in 2020, zTrip’s volume of business was severely impacted. With its new cloud-based capabilities, however, the company has still been able to diversify and recover quickly.
“We experienced another perfect storm with business challenges in 2020 brought on by changes due to COVID,” said Misgen. “With Packet Fusion’s help, we remain focused on outstanding service for our customers and our organization’s future growth. Others in the industry are just worrying about how to adapt. They’re starting the race, and we have already finished and are looking ahead. For anyone thinking about moving to the cloud, you can trust Packet Fusion to deliver a robust, easy-to-manage cloud system that just works.”