Operator's workplace

One screen for the dispatcher's whole job

The operator's workplace is where dispatchers take orders, pass them to drivers and keep in touch with customers. It works in a web browser on any computer — no special hardware or local installation is needed. With built-in telephony, an operator only needs a computer and a headset.

Taking orders

• Calls in the browser — incoming and outgoing calls are handled directly in the workplace, without a physical phone.
• Customer information on the call — when a customer calls, the operator immediately sees their details and order history and can quickly place a new order.
• All channels in one place — orders from the dispatcher, the mobile app, the website and bots arrive in the same system.

Distributing orders

The core service can assign orders automatically — by distance, queue, seniority, priority or other rules you configure. You choose the mode that suits your service: automatic, semi-automatic or manual. The operator steps in only when needed, instead of handling every order by hand.

Controlling drivers

The workplace shows drivers' status and geolocation in real time on the map, together with orders. Dispatchers can see who is free, follow shifts and schedules, and communicate with drivers through the chat in the driver's application.

Working with customers

• Automatic notifications — SMS, push notifications or a robot call about order status and car arrival.
• Calls between driver and passenger — the operator can connect them without revealing their numbers.
• Call recording — every call is saved and available for listening, which helps with quality control and training.

Built for teams of any size

For services in several cities, telephony routes calls centrally to a common call centre, and calls are distributed to the right employees depending on workload. Operators' efficiency, speed and customer handling can be evaluated through call statistics, and their salary can be calculated based on their contribution and processed orders.

The workplace is optional: Tonotel also supports a fully automatic mode, where the customer orders in the app and the driver accepts without a dispatcher. Try both approaches during the 14-day free trial.