Xerox to Help New Jersey E-ZPass Enhance Customer Experience

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Posted: Monday, March 21, 2016 7:53 pm

NORWALK, Conn. -- The New Jersey E-ZPass Group has awarded Xerox an eight-year contract to enhance its E-ZPass System customer support. Xerox will provide a state-of-the-art customer service center, violations processing and financial back-office services for the New Jersey E-ZPass System.

Once fully operational, drivers will be able to contact support representatives through phone, e-mail, fax, a mobile application, web and online chat functions. Additionally, all customer correspondence will be presented in a single, dynamic dashboard, allowing agents to view past customer information and tailor the support as needed.

As one of the largest tolling facilities in the country, the New Jersey E-ZPass System processed more than 608 million electronic toll transactions in 2015, and manages 2.5 million active accounts and 5 million active transponders.

"When drivers go through the New Jersey Turnpike Authority’s toll services and E-ZPass gateways we want to deliver a smooth experience every step of the way, from paying tolls to contacting customer service," said Don Hubicki, group president, Xerox State Government Services.


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