Case Study: RATP improves inbound call reachability and self-service with DialOnce Visual IVR

RATP avoids 38% of inbound calls with DialOnce

RATP, the public transport operator for Paris, faced a significant challenge in managing ever-increasing inbound call volumes, especially during high-pressure events like strikes and the COVID-19 crisis. Their needs included accelerating digital transformation, encouraging customer self-service, and achieving 100% reachability without overloading their contact centers. To meet these challenges, they partnered with the vendor DialOnce to implement a Visual IVR solution.

DialOnce's Visual IVR was deployed in just 10 days, providing passengers with 24/7 access to autonomous digital journeys for handling requests and downloading documents. This solution allowed RATP to redirect 100% of customer calls to self-care options. The measurable impact was substantial, with DialOnce helping to avoid 38% of inbound calls during a strike period by shifting them to visual IVR, which maintained service quality and allowed agents to focus on higher-value interactions.

RATP