News : Egencia Invests in Smart Customer Service Technology in Canada
Toronto, June 19, 2014 -- Egencia, the business travel company of the Expedia group (NASDAQ: EXPE), announces the launch of its Intelligent Service Platform™ (ISP). The company's latest investment in customer service sees the infusion of technology to deliver a faster and more personalised experience.
"We want to keep pushing the boundaries for our customers, who are mobile business travellers with little time to waste," says Mark Hollyhead, Egencia's senior vice president, Americas. "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."
Egencia will use contextual Interactive Voice Response (IVR) to match a caller's phone number and ID with the traveller's Egencia profile. Egencia(R) Travel Consultants will automatically know who is calling and which itinerary they need assistance with. During heavy call periods, the traveller may also request a call-back versus 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."
Posted by Veronica Silva Cusi, news correspondent
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Egencia is a leading full-service travel management company delivering innovative corporate travel solutions and expert local service to more than 10,000 clients in over 60 countries around the world. As part of the Expedia group, one of the world's largest travel companies, Egencia provides forward-looking companies with the ability to drive compliance and cost savings in their travel programmes, while meeting the needs and requirements of the modern business traveller.
Published: Friday, June 20, 2014