The New Jersey E-ZPass Group has awarded Xerox an eight-year contract to enhance its E-ZPass® System customer support. Xerox will provide a state-of-the-art customer service center, violations processing, and financial back-office services for the New Jersey E-ZPass System.
Once fully operational, drivers will be able to contact support representatives through phone, e-mail, fax, a mobile application, web and online chat functions. Additionally, all customer correspondence will be presented in a single, dynamic dashboard, allowing agents to view past customer information and tailor the support as needed.
As one of the largest tolling facilities in the country, the New Jersey E-ZPass System processed more than 608 million electronic toll transactions in 2015, and manages 2.5 million active accounts and 5 million active transponders.
“When drivers go through the New Jersey Turnpike Authority’s toll services and E-ZPass gateways we want to deliver a smooth experience every step of the way, from paying tolls to contacting customer service,” said Don Hubicki, group president, Xerox State Government Services.
The New Jersey Turnpike Authority is the lead agency of the New Jersey E-ZPass Group, whose members collect electronic tolls through the New Jersey E-ZPass System. The Group consists of the New Jersey Turnpike Authority, the South Jersey Transportation Authority, the Delaware River Port Authority, the Delaware River and Bay Authority, the Delaware River Joint Toll Bridge Commission, and the Burlington County Bridge Commission.
Xerox is a leading provider of transportation technology services worldwide, including tolling, parking, mass transit and photo enforcement services, supporting governments in more than 30 countries.
http://news.xerox.com/news/Xerox-to-help-NJ-E-Zpass-enhance-customer-experience