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Service
How quickly are calls answered and resolved?
Calls are answered in an average of 10 to 15 seconds and resolved in less than 60 seconds.
I am not sure how many customer service calls my operation gets. How do I know what call plan to choose?
We have call volume plans designed for operations of all sizes. If you don’t know how many calls your operation gets, we can start with a size that matches your best guess and adjust as needed. Find the plan for you on our pricing calculator.
How do I know my calls are being handled the way that I want them to be?
We have invested heavily in building a software platform to capture your business rules and push those rules to the screen when our CSRs answer your calls. In addition to that, we provide you with the ability to review the notes and your calls online.
Furthermore, we have a thorough onboarding process to fully understand your operation and business objectives, so that we may truly work as an extension of your team. Calls are handled according to your business rules and with your customer greeting; you determine how we handle issues in the lane. We understand how quickly things can change, which is why we can update your business rules when you need.
Further, you have full access to real-time call performance data and metrics, as well as call recordings and notes. On top of that, our Quality Assurance team reviews thousands of calls every week and holds each one to the same standard, so how your calls are handled isn’t just something you can check on. It’s something we’re already checking for you.
What if my garage is too complicated?
Every garage is complicated and we have no doubt your garage is unique. We work with thousands of facilities, each of which manages garages differently. Our software platform puts the information customer service representatives need at their fingertips, to handle calls according to your rules and branding.
Can we take some of the calls?
Yes. Whether you need a call center solution, a software platform to support your existing call center, or a mix of both, we can help.
Why should I pay for a service, when my existing staff can take customer service calls?
Chances are, your team doesn’t like taking customer service calls. It distracts them from other, higher-priority tasks and can lead to a situation where the gate is vended just because they do not have the time to work through the issue with the customer at that point in time. With our solution, your staff is happier, more focused and efficient, and you capture more revenue. Not to mention, you don’t have to worry about hiring, firing, time off, or training, and our own Quality Assurance team holds every call to a consistent standard, so you don’t have to build that oversight yourself.
We’re so efficient at what we do that our service can generally pay for itself if we complete one additional successful transaction per day. Lastly, when your customers need help, they want it instantly. We have the training and tools to provide customer service, quickly resolve issues in the lane, capture revenue, and keep traffic moving. We free up your on-site staff to focus on everything else.
Can we push a rate?
Yes. Through several of our API integration partners, we can push a rate directly to the device based on entry time, so your customer pays the right amount. For other PARCS systems, we use alternative ways of collecting payment. Often, the solution is as simple as inserting the validation correctly or pressing a lost ticket button, according to your preference for revenue capture versus keeping traffic moving. Additionally, we have a Text-to-Pay feature which allows us to send a mobile payment link to any parking guest to pay instantly on their phone.
Hardware
Do we have to have video?
No, you can do audio-only. Our solution is compatible with most intercoms and can work with any PARCS equipment. See our compatibility guide for more.
Why would I use two-way video?
Two-way video allows customer service representatives to offer more nuanced and efficient assistance, and customers are afforded an added personal touch of face-to-face interaction, even in automated garages. This tracks with our own consumer research: 50% of parkers say they prefer speaking with a live human via phone or video when something goes wrong.
Can we use our hardware?
Our technical services team can work with you to determine the best solution, based on your existing equipment, budget, and timeline. We integrate directly with a wide range of PARCS providers and third-party reservation and monthly parking platforms. If your equipment is a different make or model, our audio-only solution requires no additional hardware, just an intercom, and our proprietary two-way video solution is available as a bolt-on. Contact us for help finding what will best fit your needs.
What can your PARCS API integrations actually do?
Depending on your provider, our integrations let CSRs search tickets by license plate or credit card, validate tickets, push lost tickets, look up monthly and permit information, remotely open gates, and access real-time facility data, all from a single interface without switching systems. Specific capabilities vary by provider. Contact us to confirm what is available for your setup.
Ambassador
What is Ambassador?
Ambassador is Parker Technology’s AI agent for customer assistance, built on your business rules. It answers calls immediately, day or night, and is designed to sound natural and resolve the issue the first time, whether the call comes from a cell phone, an intercom or an information line. Ambassador is available as an opt-in feature. It isn’t automatically part of every facility.
What’s the difference between Ambassador Live and Ambassador Assist?
Both start the same way: AI answers every call first. From there, they’re built for different needs.
- Ambassador Live gives your parking operation AI speed backed by Parker Technology’s expertise. AI resolves routine requests, and anything more complex transitions seamlessly to a trained Parker Technology CSR. It’s best suited for gated facilities, gateless facilities, and surface lots.
- Ambassador Assist acts as your organization’s always available first point of contact. AI gives callers the information they need, and unresolved calls are routed to your team or logged for a callback. It’s best suited for monthly permits, citations, guest services, management, and admin offices and operations centers.
What kinds of calls can Ambassador handle?
- Parking questions (availability, rates, permits, citations, validations, garage access)
- Directions and Wayfinding
- General office calls (hours, amenities, tenant information, deliveries, department directory)
- Billing and Payments (payment options, refunds, invoices, disputes, payment portals)
What do we get in terms of reporting?
Transcripts and reporting surface customer trends, along with fewer voicemails and callbacks for your team since AI handles the first touch.
What if my team or my customers aren’t comfortable with AI?
That’s a fair concern, and it’s exactly why we built Ambassador the way we did. A human is always one step away. With Ambassador Live, complex issues escalate seamlessly to a trained Parker Technology CSR. With Ambassador Assist, unresolved calls get routed to your team, or a callback is logged. AI handles the first response, but it isn’t left to handle everything on its own.
Will callers know they’re talking to AI?
Ambassador is built to sound natural, not robotic, so it can hold a real conversation and understand the issue the first time. It opens by letting callers know they’re speaking with a digital assistant, so there’s no confusion about who’s on the line. We’re happy to talk through disclosure practices and how Ambassador identifies itself on a call. Check out our demos to hear it for yourself.
How do we know Ambassador is actually getting answers right?
Ambassador is built on your business rules, and every call generates a transcript and reporting data you can review. You’ll have visibility into what’s being handled, how it’s being handled, and where trends are showing up, the same way you do with our live CSR team today. All AI calls are also reviewed through our rigorous QA process, the same team behind our live call quality.
Can we start small instead of handing over everything to AI at once?
Yes. Ambassador Live and Ambassador Assist are built to adapt to how your organization already works, so you can decide how much AI handles up front and how much still goes to your team or ours. We can talk through what a phased rollout looks like for your operation.
How do we see it in action?
Schedule a demo, or reach out to sales@parkertechnology.com.
Our Team
How do you make sure calls are actually being handled correctly?
That’s the job of our Quality Assurance team. They manually review more than 2,000 calls a week and analyze over 30,000 monthly through Authenticx, scoring for accuracy, tone and correctness. Every new facility also gets 30 days of focused quality monitoring right out of the gate, so we catch alignment issues before they become patterns. In 2025, this drove an average QA score of 96%. QA helps catch small problems before they turn into a bad customer experience, or a call your team never hears about.
Who do we actually talk to after go-live?
Your Client Success team. You get a dedicated Implementation Specialist for onboarding, who configures the platform around your facility’s specific business rules from day one. After that, Client Success stays on as your ongoing point of contact: regular portfolio reviews, performance reports, and full visibility into your calls and data through the Client Portal. Onboarding is 100% personalized, support is available 24/7, and clients report a 99% satisfaction score.
What happens if something breaks, like hardware, integration, or connectivity?
That’s Technical Services. They monitor systems proactively, catching issues before they cause downtime, and they’re the team behind every new install and integration, making sure it’s configured right from day one. They also handle rollouts and expansions as your operation grows. The result is fewer disruptions, faster fixes when something does go wrong, and systems that stay reliably connected across every facility.
Price
How much does your service cost?
We have call volume plans designed for operations of all sizes. If you don’t know how many calls your operation gets, we can start with a size that matches your best guess and adjust as needed. Find the plan for you on our pricing calculator. If you would like to receive pricing for a smaller bucket size, e.g. 50 calls per month, please contact us.
Can you move to a different sized bucket?
Yes. If your call volume changes, you can request a different bucket size at any time with no change fees. We’d rather adjust your plan to match reality than have you paying for calls you don’t get or running short on ones you do. Reach out to our Account Management team at sales@parkertechnology.com to adjust your plan at any time.
What are the upfront costs?
If you purchase hardware, that could be an upfront cost. Otherwise, implementation and onboarding are included in monthly service pricing.
Next Steps
How quickly can we get the call center answering calls?
With some of our API integration partners, we can start taking calls in as little as one business day, assuming no network or firewall issues. Timelines vary across our other PARCS integrations, but our Technical Services team works with you, our dealer network, and PARCS manufacturers to coordinate a smooth installation process no matter your setup.
What’s the process to get started?
Choose a call plan that suits your needs, followed by implementation, which includes installation and onboarding. Download our installation checklist to learn more. Ready to get started? Reach out to sales@parkertechnology.com.