June 23, 2014
Egencia Launches Intelligent Service Platform to Improve Smart Customer Service
By Mandira Srivastava
Egencia, a full-service travel management company delivering innovative corporate travel solutions launches its Intelligent Service Platform (ISP).
The company’s investment in customer service includes the infusion of technology to deliver a faster and more personalised experience. The company will use contextual Interactive Voice Response (IVR) to match a caller's phone number and ID with the traveller's Egencia profile.
During heavy call periods, travellers can chose the option of call-back in the place of waiting on hold for a travel consultant. After an initial introduction in the United States , the ISP roll-out was completed in Canada earlier this week.
Nicole Hackett from the education and media company, Graham Holdings says, "With this new telephone greeting our travellers feel like the service has started before the travel consultant even picks up the phone. They immediately know who we are and what we need. This saves precious time and keeps our travellers and travel arrangers happy."
The app's "Callback" option under Egencia® AssistMe is now available to Canadian customers, giving business travellers access to agent-assistance via their mobile phone. This feature was designed by Egencia developers to be seamlessly integrated with ISP, to provide the same fast, personalised service to travellers calling from the road.
Egencia provides compliance and cost savings travel programs to the customers, while fulfilling the needs and requirements of the modern business traveller.
So how do these automated phone systems work? Are we actually talking to a robot or just a smart piece of software? Mark Hollyhead, Egencia's senior vice president, Americas said in a statement, "With this new technology enhancement, travellers get the service they need, when they need it. For example, when your flight is cancelled, one tap on your smartphone is all you need to have our travel consultants call you back with the status of your itinerary, ready with recommendations."