CRM and Contact Center Solutions for Travel and Hospitality

With our contact center solutions, guest relations and customer service representatives at all experience levels are equipped to deliver knowledgeable, attentive and efficient service. This makes all the difference in the world to your customers. Geographical and situational boundaries no longer stand in the way of a quick resolution.

Enabling a single view of the customer. Using our ePowerCenter customer relationship management solution, your representatives have finger-tip access to a complete view of the customer. Without leaving the application, they can see their complete interaction history, contact information, preferences, loyalty information, and more.

Furthermore, within the ePowerCenter interface, your agents can tap into other internal and external applications and databases in real time, including reservations, baggage tracking, passenger compensation, and loyalty programs.

Your customers no longer have to wait for the answers they need while your representatives struggle to navigate multiple systems. They can quickly identify guests or passengers, address concerns, resolve issues, and offer solutions that help to turn a negative experience into a positive one. That’s big.

With our self-service solutions, you can satisfy the growing demand both for efficient, high-quality interactions and for comprehensive information about your flights, services, activities and accommodations.

Delivering a personalized IVR experience. For phone-based self-service, we provide integrated voice response (IVR). Our IVR solution leverages information in ePowerCenter, your customer loyalty databases, and more to personalize interactions and ensure proper call handling and routing.

Personalizing the online self-service experience. Our RealDialog self-service solution enables consumers to interact with your organization on the Web, 24X7. It provides instant, online access to information and answers. The solution offers an exceptional accuracy rate of up to 99 percent because it truly “understands” language and intent, including synonyms, pronouns, slang, and company/industry specific terms, and learns automatically.

Unlike the traditional self-service they receive from most websites, where their questions are ‘answered’ with a long list of links or FAQs, they receive a personalized service experience with an unmatched level of quality.

RealDialog interacts like your most knowledgeable “live” agent, engaging your customer in a “conversation” to ask clarifying questions and gather specific details. This could include the location of a hotel, flight information, event details, account information, and more. It applies this information, along with what it learns about the customer throughout the “conversation” or from their online account profile, to deliver highly specific and personalized responses.

Escalating between channels…seamlessly. In some instances, escalation is unavoidable—a question just can’t be answered effectively without agent assistance. When this happens, you want the transfer to be smooth and effortless for your customer.

RealDialog enables seamless escalation. It delivers the entire transcript of the self-service interaction to a live agent for assistance via phone, email, or chat. The agent picks up precisely where the self-service left off—sparing the customer the annoyance of repeating their information and issue details.

Our CRM solutions provide your representatives with the information they need to resolve issues and address questions effectively. As a result, your customer satisfaction and loyalty rises, and cost-savings abound.

Delivering rich and compelling information. Within ePowerCenter, your agents have instant access to helpful, contextual information such as scripted answers, external data sources (loyalty information, order history, tracking systems, and more), graphic images, interactive surveys, and full multimedia files.

Simplifying information access. With our RealDialog solution, representatives across your company can quickly access information and answers from a wide variety of sources through a single application. They simply enter a question, and it delivers the precise information they need to answer inquiries and resolve complex issues—all within ePowerCenter, the CRM system, company website, and/or intranet portal. No guesswork, or excessive searching.

Guiding productive conversations. As an interactive knowledgebase, RealDialog guides representatives through a conversation with the customer, prompting them with specific questions and responses to get to the heart of the issue and its resolution.

Ensuring relevant answers. Generic answers rarely resolve issues. RealDialog leverages specific information about the customer/account (such as customer loyalty, reservation systems, and relevant offers) from multiple databases, enabling representatives to personalize the answer, deliver relevant information, or suggest the next best step to take. With this valuable tool, new agents and seasoned agents can handle complex Tier 2 and 3 issues.

Our CRM systems excel at facilitating successful customer recovery and follow-up. Regardless of whether efforts are extended through an empowered agent at the point of contact, or quickly routed to the appropriate manager or location to resolve, you have a means to take immediate action to reach your desired outcome: Keeping your customer.

Enabling resolution at the point of service. A customer complaint can be captured at the contact center as a recording and routed in real-time to the appropriate manager or representative. Hotel, guest services and other supervisors receive an email or phone alert from the contact center notifying them of a customer issue that originated at their location. They listen to the feedback, as the customer stated it, taking in all of the details about their experience while receiving added context through their tone, points of emphasis and word choice.

Your manager can swiftly take action because they are provided the information they need to personally follow-up with the customer. The guest is delighted by the unexpected level of responsiveness. Your brand is protected and you’ve gained valuable end-to-end insight.

Closing the loop. Once resolved, your employee can quickly close the loop, leveraging the ease of self-service technologies to update the corporate office.

Improving follow up and compensation management. The ePowerCenter solution enables your organization to define and pre-approve compensation types and incident letter content for any situation you could face.

Through intelligent suggestion rules, flexible letter and email templates, and powerful fulfillment capabilities; our solutions help representatives deliver the optimal response and follow-up communication for each consumer and issue.

The system automatically selects the appropriate letter and enclosures, which are customized for the consumer and issue at hand. These capabilities ensure that your follow-up communications are timely, consistent and meet compliance standards to help mitigate risk.

This also empowers your service representatives to extend goodwill and issue cash and non-cash compensation during the interaction, improving recovery efforts, removing guesswork and dramatically reducing their workloads.

Our ePowerCenter Compensate solution offers an efficient and cost-effective method of reimbursing and/or rewarding customers in the contact center and at the point of service.

Issuing compensation on the spot. When a traveler or guest reports a service failure, your agent can access a desktop computer or terminal to review their history. When appropriate, your agent can issue custom-designed and co-branded pre-paid VISA debit cards from anywhere in the world.

This CRM solution offers maximum flexibility in compensating customers. It enables excellent and consistent service recovery efforts, while drastically reducing processing time and related costs. And since the idea of being handed compensation appeals to customers, it ensures satisfaction.

With this contact center solution, companies using process-intensive, voucher- or check-based customer compensation systems can expect to cut the costs of their traditional voucher and card programs in half.

When it comes to seizing recovery opportunities, it’s always about what you do. Corrective action is easy with ePowerCenter. It’s designed to effectively gather and distribute critical details such as the location of a hotel and the specifics of the disappointing experience.

Improving data capture. Our contact center solutions help you capture all of the information needed to quickly and effectively address the situation.

ePowerCenter assists your representatives in quickly capturing relevant details, with intelligent lookups of passenger/guest histories, pre-established reason/issue codes, locations by addresses and landmarks, current promotions, and more. This reduces data entry burden and errors, and enables representatives to focus on serving the customer.

Guiding representatives through processes. Our CRM solution proactively alerts service representatives and location managers of potential problems, guides them to take the right action, and automatically notifies appropriate managers of emerging issues. They’re informed and ready to take action.

Alerting key stakeholders. In addition, ePowerCenter acts as an early warning system for problems that could lead to quality concerns or undesirable publicity.

When incoming complaints match the specific issue alert threshold that has been established by your organization, the system sends notifications to key stakeholders—such as those in quality assurance and legal departments.

These individuals can then drill down into the details to identify the root cause of issues, make informed decisions, and resolve problems—before they escalate to an uncontrollable level.

Our contact center solutions provide valuable insights from all of your customer service interactions that can help you improve your company’s marketing, sales, packaged promotions, and service development efforts.

Improving awareness across the enterprise. Our sophisticated reporting capabilities allow real-time customer feedback to be captured, analyzed and quickly distributed across the organization.

Providing actionable insights. Your decision makers can identify the root causes of problems, changes in customer preferences, and opportunities where customer needs are not being met—all in real-time. They can also gauge consumer reaction to new services amenities, and promotions; quickly identify issues impacting customer loyalty; and identify locations, processes, and products that are not meeting company standards.