Telecom Test Solutiions

Contact Center Project Management and Technical Support

Contact Center Project Management and Technical Support

Inner harbor area transit services map

Client: Maryland Transit Administration, Baltimore (MTA)


The Maryland Transit Administration operates multiple modes of transportation in the Baltimore area. These modes include Bus, Light Rail, Metro, MARC Train, Commuter Bus and Mobility services. The Transit Information Contact Center (TICC) directly interfaces with thousands of MTA customers on a daily basis and is on the front lines of customer support and transit-related information distribution. The equipment includes voice activated bilingual IVR Servers, web application servers and other critical contact center servers. GL Communications has supported TICC operations for many years and has provided on-site staff augmentation, project management, and standard operating procedures development.

Project Services and Objectives:

GL’s on-site staff augmentation duties include the following:

  • Provide level one support to agents in the Contact Center. Troubleshoot basic computer desktop and application related issues
  • Operate and configure the IVR system for daily operations; support and configure database schedule changes. Modify the IVR configurations
  • Troubleshoot problems arising from the malfunction of the servers and applications in the Contact Center. Help with trouble tickets reporting to vendors/equipment manufacturers
  • Manage the Verint applications used for call and screen recording in the Contact Center
  • Interface with the MTA IT department for supporting server and application upgrades and other technical issues related to the Contact Center
  • Ensure proper operation of all servers and applications in the Contact Center, including the VoIP switch, the Verint recording applications