Public Transportation - Alceo

Voice and chat management for the rfi’s salablu service

The SalaBlu service is available in 14 train stations every day from 6:45 AM to 9:30 PM. Every SalaBlu provides information and reservation services to mobility impaired users.

Alceo’s solution, developed in collaboration with Fastweb, provided as a cloud service, handles voice and chat routing to the SalaBlu operators geographically distributed in every one of the 14 SalaBlu.

Calls (voice and chat) are first routed to the nearest SalaBlu, but in case of no answer before 20 seconds, the call is queued first to 5 support SalaBlu and then to all 14 SalaBlu operators.

The operators softphone (Alceo’s BcsBar) connection to the BCS server is direct through the Internet, and doesn’t require VPN or MPLS connections.

The chat calls, routed with the same ACD rules of the voice calls, can be made from the RFI’s web portal SalaBlu Online or from the SalaBluPlus app.