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Published: 14 January 2000 14:45 GMT
The Royal Borough of Kensington and Chelsea has installed a CallPlus system from Macfarlane Telesystems to handle all enquiries for its parking operations division.
The division handles more than 300,000 calls each year about penalty charges, resident permits, vehicle clamping as well as payment for parking fines. To speed up the process the Royal Borough required call queuing, skills-based routing and management information.
The next phase of the implementation for the borough will be to integrate the system with its application software enabling the public to pay parking fines 24-hours a day by credit card with automatic verification.
It is also considering integration with Internet applications for parking permits.
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