Connecting Systems to Improve Customer Service

With Synergy 3, operators can quickly identify events that may impact on passenger services, manage appropriate responses, and integrate passenger information and display solutions to keep customers informed.

Real Time Passenger Information (RTPI)

Real Time Passenger Information systems, including visual displays and public address solutions, are vital to keeping passengers informed about services, network status, and emergency procedures.

Our open architecture, interoperable solutions powered by Synergy 3 ensure that RTPIs are automatically updated based on live data pulled from a wide range of sources, and GPS information from vehicles guarantees exact arrival/departure timings. Threats to services, such as line blockages, maintenance issues, trespassing, criminal activity, or fire/smoke, can be programmed to initiate response workflows (in line with an organization’s specific Standard Operating Procedures), including automated RTPI notifications such as anticipated delay times, alternative service announcements, and, if necessary, evacuation instructions.

And because Synergy 3 supports integration of data from external sources, RTPI systems can also be updated based on information from key third parties, including connecting service providers, emergency services, and local authorities.

Learn more about our situational awareness capabilities.

Help point integration

Synectics’ integrated help point solutions ensure support teams can receive, manage, and respond to passenger requests and queries from a single, central location.

Whether the information/emergency help point is located at a station, terminal, or interchange, or on a bus, tram, or train, as soon as the button is pressed, staff based at a central office are alerted and presented with relevant on-screen information. Live map data shows the help point location (using vehicle GPS data if the passenger is in transit). Footage from the best-placed cameras is prioritized to help teams assess situations and/or verify claims. Vehicle ID, journey details, and staff information (for example, those with specific training) can also be displayed depending on the nature of the call/help point.

Using integrated VoIP software, support staff can have a two-way conversation with the passenger to determine and hopefully resolve the issue. If necessary, any further responsive action, for example issuing instructions to drivers, security teams, or alerting transport police to an evolving situation, can be implemented through Synergy 3.

Learn more about our passenger help call solution.

Emergency response support

RTPI and help point integrations are used in, and reflective of, broader emergency response support applications of Synergy 3.

Dynamic mapping ‒ featuring layers of live, integrated data from systems such as GPS, signaling, surveillance cameras, emergency detection, and access control ‒ shows control center operatives the exact nature and location of any threats to customer safety, while customizable workflows prompt appropriate on-screen guidance for any given scenario and automate emergency protocols/passenger notifications.

Synergy 3’s unified communications capability also means that support personnel and emergency responders can be instantly contacted (by SMS, radio or VoIP) with event details and instructions. Control center operatives can also stay in constant communication, using live video, audio, and operational data to guide the right support, to the right place, quickly, and safely.

Learn more about our incident management capabilities.

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