Success Story: Keeping up with new technologies
to manage the city's mobility

Almost all Intercom servers were replaced in order to modernise the system. To date 23 Intercom servers are operational, connected via LAN to the virtual Intercom server VirtuoSIS, acting as master. Connected to VirtuoSIS is the master operator station, redundant via App on smartphones, the Intercoms installed at the BiciMia bike sharing stations and at the ticket machines at metro stops.

The master operator station receives call transfers from remote operators and is equipped with Studio for easier call management using graphical maps, integration of existing cameras, recording of conversations for documentation purposes and the possibility of creating statistics related to system performance.

Also thanks to the new system configuration and the new Cloud functionality, it was possible to implement Ivy – the world’s first Conversational AI-based intercom assistant – capable of handling calls, providing multilingual support and, depending on the programming, performing higherlevel functions such as, in this case, handling the very large number of calls coming from pedestrian entrances from users without a ticket because they are Telepass users.

The system upgrade made it possible to achieve all the objectives set by the customer. As of now, the system has made it possible to benefit from the most up-to-date features in the management of communication with customers.
The system was modernised and prepared for future needs, and was made more efficient and flexible while retaining all the basic original features.

• Customer service has been improved.
• In particular, Ivy has brought to light some incredible data on the number of calls generated by Telepass users alone. In the first (and only) car park where Ivy was implemented, over 5600 calls were managed in a period of almost 4 months, Ivy’s resolution was around 60% of the total calls, forwarding the remaining 40% to the master operator. A technological revolution that considerably reduces the workload of operators. Gradually Ivy will also be implemented in all other managed car parks.
• This new configuration, based on the introduction of Symphony Bridge, will allow access to the new features offered by Symphony Cloud and use the new, more modern Symphony App instead of the Intercom Client.
• The replacement of the Intercom Servers, however, meant that the Intercom terminals already in operation in the car parks could be retained, thus saving a considerable amount of money.
• The new configuration with VirtuoSIS also allowed a reduction in the number of installed servers, improving the return on investment (R.O.I.)

A perfect demonstration of how Evergreen Technology is real, future-proof and applicable even to legacy systems. More than ever before, we prove with facts, once again, that Evergreen Technology and Trusted. Communication. Always. are not mere slogans but are the fundamentals that guide and inspire Commend, a modern company you can trust!