Feature

Call centre for taxi dispatch software — TaxiCloud Call centre.

AI receptionist, press-1 self-serve IVR, automated arrival calls, and a live Call Deck — cloud telephony built into dispatch. Built into TaxiCloud taxi dispatch software for UK and Ireland fleets.

TaxiCloud's call centre turns the phone line into an automation surface. An AI receptionist books by voice, a press-1 DTMF menu rebooks the usual journey and reads back live ETAs with no controller involved, outbound calls confirm driver arrival and flag no-shows, missed calls trigger SMS recovery, and driver↔passenger calls bridge through a masked proxy number. A live Call Deck screen-pops every caller's booking history for three-click rebooking. Cloud telephony over Twilio, per-tenant, fail-safe off.

What it is

Call centre in plain English.

The phone channel as a first-class dispatch surface. Inbound calls hit an AI receptionist or a DTMF self-serve menu; recognised callers rebook or hear a live ETA read-back without reaching a controller; the live Call Deck shows ringing, active, and held calls with caller history and one-click rebook; outbound automation places arrival, late-cab, and no-show confirmation calls with press-1 responses.

1Inbound call hits the tenant's Twilio number; caller-ID screen-pops booking history onto the live Call Deck
2Recognised callers hear a self-serve DTMF menu — press 1 to rebook the usual journey, 2 for a live ETA read-back, 3 to cancel a pre-dispatch booking
3Unrecognised callers reach the AI receptionist, which books by voice into a controller-reviewable draft
4Driver-arrived and no-show events place automated outbound calls with press-1 confirm or cancel
5Missed calls fire SMS recovery; driver↔passenger calls bridge through a masked proxy number so neither sees the other's mobile

Callcentre.live

Calls resolved without a controllerup to 60%

Caller screen-pop latency< 800ms

Missed-call recovery lift+31%

Live impact↑ trending

The taxi dispatch problem Call centre solves

The phone is still the highest-intent channel for most UK and Ireland fleets — account bookings, elderly and vulnerable passengers, hotel and venue desks, anyone stuck without signal for the app. It is also the most expensive to staff, and the first thing to collapse under a Friday-night peak when every line rings at once and hold times climb. Legacy call-centre tooling treats the phone as a cost centre: a queue, a headset, and a controller reading a screen. TaxiCloud treats it as an automation surface. Recognised callers never need a human for the routine work — press 1 rebooks the journey they take every week, press 2 reads back the live ETA of the cab already on its way, press 3 cancels a booking that has not been dispatched. The calls that do reach a controller arrive with the caller's full history already on screen, so the answer-to-assign path is seconds, not a lookup.

Call centre architecture inside TaxiCloud taxi dispatch software

The architecture is cloud telephony over Twilio, provisioned per tenant, with every automated branch fail-safe off. Nothing in the phone flow changes until an operator switches a specific capability on, and each one degrades safely: if the AI receptionist is disabled the caller reaches the existing flow, if outbound calling is off the arrival SMS still sends. Inbound calls raise an IncomingCall event over Reverb WebSockets that pops the caller onto the live Call Deck; the Deck reconciles against a throttled JSON feed so a controller who arrives mid-call still sees the full picture. Outbound automation — arrival, late-cab, and no-show calls — runs through queued jobs with per-tenant rate limits and a hard daily cap, because billable voice minutes are a spend surface that must never run away. Driver↔passenger masking bridges both parties through a proxy number that expires with the trip, so contact details are never exposed and there is no open relay to abuse.

Call centre operational impact across UK and Ireland fleets

For operators migrating off iCabbi BookVoice, Autocab Phantom, or a bolt-on Twilio IVR, the pitch is consolidation: the receptionist, the self-serve menu, the arrival calls, the missed-call recovery, the recording, and the screen-pop are one system that already knows your bookings, drivers, and accounts — not four integrations wired together. Automating the routine phone work is where the labour cost actually sits: fleets running the self-serve menu and AI receptionist report up to 60% of inbound calls resolved without a controller touching them, which is the difference between staffing for the average and staffing for the peak. The missed-call SMS recovery alone recovers bookings that a busy signal would otherwise have handed to the competitor down the road — a measurable revenue line, not a soft benefit.

FAQ

Call centre for taxi dispatch — questions answered.

Do callers have to talk to an AI, or can they still reach a person?: Both, and the operator controls the mix. Recognised callers hear a short press-1 self-serve menu (rebook, ETA read-back, cancel) and can press 0 or stay on the line to reach a controller at any point. The AI receptionist only handles calls you route to it, and every voice booking it takes lands as a draft a controller reviews before it dispatches. Nothing auto-books without that review unless you explicitly enable it.
What telephony provider does the call centre use, and can I keep my number?: Cloud telephony runs over Twilio, provisioned per tenant with your own credentials. You can port an existing number or point your current line's call-forwarding at the tenant Twilio number, so the number your passengers already know keeps working. Venue and hotel desks can have their own fixed lines that pre-fill the pickup address automatically.
How does driver↔passenger call masking protect contact details?: When masking is enabled, calls between a driver and passenger bridge through a proxy number that is armed for a specific booking and expires with the trip. Neither party sees the other's real mobile, and once the session expires the proxy stops connecting — there is no standing relay. Unknown or expired callers get a polite hangup rather than an open bridge.
Will automated outbound calls run up a large phone bill?: Outbound calling is off by default and, when enabled, is governed by per-tenant rate limits and a hard daily cap, with every call written to the audit log. Arrival, late-cab, and no-show calls are queued jobs rather than inline actions, so a spike in bookings can never fan out into an uncontrolled wave of billable minutes.
Is call recording available, and is it compliant?: Yes. Recordings are proxied through a tenant-scoped endpoint that honours a per-tenant recording-consent setting and never exposes Twilio credentials to the browser. Playback sits inline on the Call Deck for the calls you are permitted to review, which supports quality monitoring and dispute resolution without a separate system.

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