Glasgow Taxis

Case Study

Glasgow Taxis adopts Universe for their Contact Centre

With a fleet of over 800 taxis, Glasgow taxis is the largest supplier of licensed cabs in Glasgow, and the largest in the UK outside London. Firstcom has been supplying their telecoms since 2013. Last year they approached us to assist them with moving over to a cloud solution, upgrading from their aging Avaya PBX. After working closely with the customer  and our technology partner Mobile Technologies International (MTI), to learn about their requirements we designed a solution that would meet the demands of their busy contact centre.

Firstcom’s Universe platform is fully integrated with MTIs taxi dispatch software.

Dispatch integration delivers taxi companies
the following features:

The 55 telephone operatives were given encrypted Universe licences along with a mix of the latest Poly VV350, VV450 and conference devices. It was important that the operatives also had the flexibility of receiving calls via the desktop application. The Universe system gives Glasgow Taxis the following benefits.

Rob McLean, Company Secretary at Glasgow Taxis, spoke about the install

“I have never experienced such a smooth transition to any new system. All the TelOps and Supervisors were logged in and up and running in minutes and commented on how easy it is to pick up. The Universe portal and the way it gives us so much control is brilliant. It really is self-explanatory – there is no need for any complicated technical guides. All the staff have remarked on both the system and the people they met”