DELGO transforms transportation communications and efficiency using Wildix AI
DELGO provides on-demand and specialized transit services for communities, helping riders get where they need to go safely and reliably. Operating up to 21 hours a day, DELGO depends on fast, clear, and dependable communication between drivers, dispatchers, and managers to keep every ride running smoothly.
In the world of public and specialized transportation, reliable communication isn’t optional — it’s essential. When calls spike, routes change, or riders need urgent assistance, even a few minutes of delay can disrupt operations and customer satisfaction. That’s why having a dependable, flexible communication system is critical.
ET&T, a trusted technology advisor for transportation and service-based organizations, recognized these communication challenges and introduced DELGO to Wildix as a scalable, reliable, and easy‑to‑manage solution.
“In many ways, I think of it like a cell phone,” explains Mike Bubernack, Co‑CEO and enthusiastic “phoneman” at ET&T. “Customers want a solution that’s predictable, easy to manage, and doesn’t come with hidden costs. Cloud communications deliver that.”
Before adopting Wildix, DELGO relied on a Mitel PBX system that COVID exposed as fragile and unreliable. The organization briefly moved to Nextiva but soon ran into challenges: auto attendant setups took months, administrative tasks required long support queues, licensing costs limited feature expansion, and outages — like one lasting three hours — disrupted operations. As their contract ended, ET&T provided demos, customer feedback, and real-world examples that made the benefits of Wildix clear.
The Transformation
The switch to Wildix transformed DELGO’s operations. Integration with their scheduling software, Ecolane, now allows caller accounts to load automatically, reducing errors and saving staff time. Email call transcripts support follow-ups and reporting, while x‑caracal provides managers real-time visibility into call queues and team productivity. Managers can even listen in for training and quality assurance, enhancing service delivery across the board.
The communications feature that’s really revolutionized DELGO’s operations, however, is Agentic AI Inbound Voice Bots, which can autonomously answer inbound client calls to book or cancel rides and route calls more effectively to dispatch. This has allowed DELGO to scale their call center staffing to meet caller needs at any hour of the day.
The impact has been immediate and measurable:
- Abandoned calls dropped by 38.7%, ensuring more service is provided to more riders.
- Overall call volume requiring human intervention decreased by 37.4%, as the AI voice bot handled and filtered routine requests upfront.
- Average hold time was reduced by 4 minutes (22%), improving caller satisfaction. Time to speak with a live agent now drops to less than 30 minutes, with most callers requesting an automatic call back or listening to music on hold.
- The maximum number of simultaneous callers waiting for service dropped dramatically — from 81 before the AI voice bot to fewer than 40 — allowing agents to focus on active calls and significantly reducing costs.
- The voice bot enables callers to cancel rides 24/7/365, removing the need to wait for a human agent and saving DELGO time and money.
- Call handling during morning peak hours improved dramatically, with response rates increasing by 74%.
- With fewer calls hitting human queues, unanswered and abandoned calls fell by an additional 44%, while agents were able to respond faster and with greater focus.
Customers and riders appreciate the faster, more accurate service. It keeps us responsive, accessible, and aligned with our mission.
Debra
DELGO's IT Director
The Takeaway
With Wildix, DELGO turned a fragile, time-consuming, and costly communication system into a reliable, efficient, and scalable platform—boosting productivity, reducing missed calls, and improving the experience for riders and staff alike. The AI voice bot’s capabilities, from reducing wait times to handling ride cancellations around the clock, have created significant operational and financial benefits, making DELGO’s communications smarter, faster, and more cost‑effective.
Requirements
- Handle high call volumes efficiently during peak hours
- Provide reliable uptime to support operations up to 21 hours a day
- Integrate with their scheduling database for quick, accurate caller identification
- Offer real-time visibility into call queues and agent performance
- Allow easy management without relying on external support or long setup times
- Support scalability as operations grew
- Enable 24/7 rider self-service, including ride cancellations outside business hours
Value Gained
- 38.7% fewer abandoned calls thanks to the AI voice bot
- 37.4% decrease in overall call volume, as the bot filtered routine requests
- Average hold time reduced by 4 minutes (22%), improving satisfaction
- Faster access to live agents — now under 30 minutes
- Simultaneous callers cut from 81 to under 40, lowering operational costs
- 74% improvement in morning peak response rates
- 44% fewer unanswered calls, with agents focusing on high‑value interactions
- 24/7 ride cancellations, saving time and money
- Greater visibility and control with x‑caracal reporting and live monitoring
- Improved customer experience, keeping DELGO aligned with its mission of reliable, accessible transit
The solution has been provided by the Wildix Partner
- ET&T
- 2360 Ave A, Bethlehem, PA 18017
- help@et-t.com
- (610) 433-1000
- et-t.com
