Richardson, Texas, August 24, 2021 (GLOBE NEWSWIRE) – On July 1, 2021, the Indiana Finance Authority, on behalf of the Louisville-Southern Indiana Ohio River Bridges Joint Board, signed a contract with Electronic Transaction Consultants, LLC (ETC) for Ohio River Bridges (ORB) Customer Service Centers (CSC) and Back Office System (BOS). The 10-year contract includes system design and implementation, seven years of long distance service operation, and two optional three-year renewal periods.
ETC partnered with WSP USA Services Inc. (WSP USA) and TTEC Holdings, Inc. (TTEC) on this project, ETC providing the back-office system, and WSP USA and TTEC collaboratively managing the interactions of the data centers. contact for ORB customers. This strategic partnership combines ETC’s best technology solutions with the country’s leading service providers for roadside customer service centers and back office operations.
ETC’s solution is designed to maximize self-service and Customer Service Representative (CSR) productivity, reduce turnaround times, and put process configuration and control directly into the hands of ORB personnel. The new system will streamline billing, improve the ease of website and mobile self-service, and facilitate rapid resolution of questions and issues for ORB’s 275,000 registered customers and visitors.
The scope of the project includes:
- RiteHorizon ™ Back Office System – ETC’s vertical ERP for all aspects of toll management including account management, reconciliation and treasury, with advanced CRM, online customer service center, IVR interface, reports, client configuration tools and an intuitive social media-like CSR interface.
- RiteOnline ™ Customer Self-Service System – A comprehensive, cross-platform customer self-service platform, with account maintenance, chat, social media and digital assistant integration.
- Reporting riteView ™ – An interactive and customizable suite of big data analytics, reporting and dashboard tools.
- RiteOSS ™ System Monitoring and Operational Reports – Upgraded Line Maintenance Management Systems (MOMS) from ETC, with advanced features, such as intelligent KPIs and trends for predictive maintenance.
- Customer service center operations with unified omnichannel communication tools.
The project will provide employment for local customer service teams at a centralized call center and walk-in service counter in Kentucky and Indiana. WSP USA will provide support and management of service operations, and TTEC will support walk-in center operations, omnichannel communications and workforce management systems, drawing on experience as leaders trusted operations for toll facilities across the United States.
“ETC is delighted to partner with ORB,” said Bret Kidd, CEO of ETC. “ETC’s industry-leading back office, account management and financial processing solutions, combined with the contact center strengths of our partners WSP USA and TTEC, will ensure that ORB and citizens of Indiana and Kentucky receive the most advanced systems in the industry and the highest standard of customer service. “
This systems and operations upgrade will improve ORB’s customer service support by providing advanced and efficient CSC and BOS for customers and create rewarding local jobs.
About Electronic Transaction Consultants, LLC
ETC is one of the leading providers of intelligent transportation systems in the United States, developing and delivering the best solutions for toll charging, congestion management, urban mobility and multimodal transportation needs. ETC’s passionate and innovative team has been leading the future of mobility since 1999, with a number of industry firsts including fully electronic tolling (AET), dynamic pricing, agency interoperability, hosted mobility solutions and machine learning.
For more than two decades, ETC has provided sophisticated solutions to many of the largest toll authorities in the United States, including statewide programs, county networks, and specific toll authorities. ETC’s solutions process over two billion transactions per year, totaling over $ 3 billion in revenue for our customers, integrating the latest open source and SaaS technologies and Big Data architecture through our innovative riteSuite ™ products.
About the Ohio River Bridge Toll System
The Ohio River Bridge Toll System in Kentucky and Indiana spans the Abraham Lincoln Bridge (I-65 north), the John F. Kennedy Memorial Bridge (I-65 south), and the Lewis Bridge and Clark (SR 265 / KY 841) connecting Prospect, KY and Utica, IN.
The Louisville Southern Indiana Ohio River Bridges project is a two-state collaboration aimed at increasing cross-border mobility, improving safety, reducing congestion and connecting highways. The project includes the construction of the new Abraham Lincoln Bridge to carry northbound I-65 traffic, the rehabilitation of the Kennedy Bridge to carry southbound I-65 traffic, the reconfiguration of Spaghetti Junction in downtown Louisville, and the construction of the Lewis and Clark Bridge eight miles upriver from downtown Louisville to connect the Snyder Freeway and the Lee Hamilton Highway between Prospect Kentucky and Utica Indiana. The I-65 bridges and the Lewis and Clark Bridge were completed in December 2016.