Challenge
Capitol Corridor needed an improved IVR solution to enhance the customer experience for its 1.7 million travelers which commute on their trains annually. Their intentions were to provide passengers with 24/7 access to train schedules as well as detailed station and policy information.

Solution
Blacc Spot Media built an intelligent, cloud-based IVR solution that integrated multiple systems and sources of passenger data in order to provide a single, comprehensive offering for passengers to find the information they required at any time.

Results
Capitol Corridor reduced the number of calls requiring assistance from a live agent by 79%. The reduction in assistance requests allowed Capitol Corridor to significantly cut their agent headcount and reallocate funds to other parts of the organization.