South West Trains offer enhanced service for passengers using Video Ticket Machines

PRESS RELEASE: A network of Video Ticket Machines, which will make it easier for passengers to get help and find the best value fare for their journey, is now live on the South West Trains network. It is believed to be first network of its kind in the country and is directly linked to a dedicated contact centre with specially trained staff who can offer face to face advice as well as remotely purchasing a ticket for the passenger if needed.

This is part of the £50million investment being delivered across the South West Trains network to improve passenger experience.

The state-of-the-art Video Ticket Machines offer many of the features passengers will already be familiar with, including pre-booked ticket collection and tickets for immediate travel. However, the screen also includes a ‘Help Me’ button, which a passenger can press at any time and be immediately connected to the dedicated contact centre in Basingstoke.

Staff can offer advice and guidance and, if needed, take control of the passenger’s screen and complete the purchase for them.

Arthur Pretorius, Customer Service Director for South West Trains, said: “We are delighted to be rolling out the UK’s first integrated and large scale network of Video Ticket Machines. They will significantly improve the experience of our passengers and provide real time guidance and help passengers make sure they get the best value fare for their journey, 24 hours a day.

“Any passenger who needs advice can simply press a button on the screen and be linked directly to a member of our team who can help, and if necessary, complete the purchase for them”.

The Video Ticket Machines have been supplied and fitted by Parkeon.

Owen Griffith, Managing Director of Parkeon Transportation, added: “We are delighted to see our IRIS® Video Assistance technology making a real difference to the experience of South West Trains’ passengers. We worked very closely with South West Trains and rail passenger user groups to develop a video-based system that is easy to use and provides face-to-face access to customer services precisely when it is needed.”

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