Unified Dispatch

Unified Dispatch, LLC, also known as UDI, was established in 2005 by Dan Tamkin and is positioned as a specialized provider of passenger communication and automation solutions for the ground transportation industry. The company was acquired in October 2011 by the On Demand division of Veolia Transportation, though it continues to operate as a separate division managed by its founder.

The firm primarily serves public and private ground transportation companies, with a focus on paratransit, Non-Emergency Medical Transportation (NEMT), transit, and taxi services. Its business model centers on providing technology solutions that streamline communication between transportation providers and their passengers, aiming to reduce the costs associated with live agent call centers. Unified Dispatch's offerings are available as both cloud-based and on-premise solutions. The company reports serving over 120 customers and handling more than 100 million calls and texts annually.

The product suite includes several key platforms. UniBook Cloud IVR is an Interactive Voice Response system, developed in partnership with Amazon Web Services, that allows passengers to book trips without a live agent. UniText offers an interactive SMS solution for passengers to get information without making a phone call, while UniChat utilizes Amazon's AI and chatbot tools for interactive online support sessions. A significant offering is GroundPoint, an integration platform that connects multiple scheduling and dispatch systems. This allows a primary transportation provider to seamlessly move and track trips fulfilled by subcontracted fleets, ensuring consistent data and passenger experience regardless of which company provides the service.

Keywords: passenger communication, ground transportation, paratransit solutions, NEMT software, taxi dispatch, transit communication, IVR systems, transportation automation, dispatch integration, fleet management software, passenger information systems, on-demand transportation tech, scheduling integration, cloud IVR, interactive SMS, webchat support, transportation logistics, trip fulfillment, subcontractor management, real-time trip tracking