On The Move
AAA Minneapolis Deploys Avtec’s ScoutTM IP Radio Dispatching Consoles
Aug 16, 2012
GILBERT, SC - August 16, 2012 - The Minneapolis affiliate of the American Automobile Association (AAA) has deployed Avtec’s Scout™dispatching console. AAA has served millions of members from the Minnesota area since it was founded in 1902, answering more than 200,000 calls each year for emergency assistance.
“Communication is vital to our business, and emergency roadside service is one of the key deliverables for AAA nationwide,” said Ken Mohr, vice president of member services at AAA Minneapolis. “It’s the main reason many people join AAA. We’ve got to be able to rely on our communications, from the initial customer call through the entire dispatch experience, so we can tell people when they can expect their help to arrive.”
During the past two decades, AAA Minneapolis has expanded its staff to 18 dispatchers working rotating shifts to provide members in Hennepin County with 24/7 emergency roadside assistance. As call volumes and the demands on the legacy communication consoles increased, AAA Minneapolis realized it was time for a technology refresh. Mohr continued, “We were using separate systems to answer telephone calls and dispatch responders, and our original systems could not be integrated. As our member call volume grew, we needed to become more efficient. The time had come when we had gotten as much life out of our legacy consoles as we could. Technology had changed and there were many options we were not able to take advantage of with our old system.”
Avtec’s Scout radio dispatch console solution enabled AAA Minneapolis to retain its existing telephone, radio, and recording infrastructure, which avoided a complete system replacement.
Integration of these various systems yields many major benefits including:
- Streamlining operator activity
- Combining telephone and radio communications into one interface
- Allowing AAA operators to join stranded motorists on their telephone calls with emergency vehicle radios to assist in improved response time
- Saving dispatchers five to eight seconds on each call
- Reducing desk clutter
AAA Minneapolis runs its call center using a four-console ScoutTM VoIP (Voice over Internet Protocol) system. “Avtec did a good bit of work configuring our system before it got here so the installation went very smooth and quick,” said Mohr. “They were also very patient with our staff as we worked out the kind of backgrounds and features we wanted on the touch screens, all the way down to which buttons we wanted where. Without a doubt, the Avtec team and operation reflects one of the highest levels of customer service I have experienced.”
About Avtec, Inc.
Avtec, Inc. provides Internet Protocol (IP) dispatch console solutions for the public safety, transportation, utility, business, and government markets. For more than 30 years, customers have chosen Avtec's award-winning technology for their mission-critical dispatch centers. There are nearly 2,000 Scout™ voice over internet protocol (VoIP) consoles installed worldwide. Visit www.avtecinc.com to learn more.