Bangkok Mass Transit Authority (BMTA) improve level of service and their operation by upgrading the BMTA call center by using technology that lets computers interact with telephones as well as email, web messageing, text messaging, fax, live chat and other platforms. New call center help agent to reduce call handling time, improve productivity and improve efficiency.

The call center integrates with technologies such as automatic number identification (ANI), voice conferencing, and interactive voice response (IVR). The ability to access and scan through detailed data while speaking with a customer allowing agents to offer personalized service and supportive conversation. The rich of information also helps reduce call time because call center agents don't have to take much time in search of relevant data to handle each call.

Call center can authenticate caller by matching the phone number the customer is calling from with numbers in the database. This tool can save a substantial amount of time and effort. The call center agents are happier because their job is easier and customer service is improved.