Customer Interaction Solutions for the Travel Industry
Customer loyalty and operational efficiency are the
key business drivers in the travel industry. Customer interaction
management can contribute to both.
ePowerCenter™ provides
travel and hospitality call centers the ability to manage all consumer
interactions, whether the interaction is over e-mail, chat, telephone,
letter/fax, or Web form. ePowerCenter’s advanced contact tracking,
ease-of-use and sophisticated knowledge management capabilities enable
companies to ramp up agents quickly—especially valuable for companies
with seasonal peaks and valleys in call center volume.
Astute
enables companies in the travel industry to put all their agents on the
same interaction management system, regardless of location. ePowerCenter
can provide companies the ability to capitalize on a non-traditional,
flexible, remote workforce by establishing a ‘virtual call center’ for handling consumer inquiries.
ePowerCenter can be
integrated with other customer databases to provide a more complete view
of the customer across the organization.
Self-Service
Astute’s knowledge management and
advanced email system can also be used
to increase the information available to customers through the website
and email. Astute’s email management solution provides intelligent
message analysis with automated or guided responses to increase the
efficiency and effectiveness of email interactions. Astute’s
self-service knowledge management system provides a more
dynamic web-based self-service environment that can reduce the volume of
unprofitable interactions, and adds low-cost agent assistance to on-line
reservation systems.
Increasing Agent Efficiency and Effectiveness
ePowerCenter’s intelligent data hierarchy, screen pops, and FAQs guide
agents through the service process, providing them helpful prompts and
information to best assist the consumer. Agents can track requests for
travel information, leverage FAQs and knowledge databases, and provide
the most relevant information for the caller to resolve the issue
quickly and accurately.
Our solution can be configured to request information from other
internal and external applications and databases. This empowers agents to
provide real-time, detailed information to callers, including
reservation and availability information. This allows for the caller’s issue to be resolved
quickly and accurately which, in turn, leads to greater customer
satisfaction and loyalty. Guided responses and prompts can also lead to upsell
opportunities by providing agents with information about targeted
offerings—all with a minimal amount of training. In addition, through
PowerCenter’s skills-based routing capabilities, customer inquiries can
be routed to agents based on the agent's training, expertise, and
availability.
Reporting
ePowerCenter’s sophisticated reporting allows customer feedback to be
analyzed and distributed across the organization while threshold-based
reporting provides fast identification of issues affecting service quality. ePowerCenter™ Business Intelligence provides seamless
integration of contact center data with in-house reporting tools for an
even greater understanding of customers.
Benefits for Travel and Hospitality Companies
Improved Contact Center Performance
-
Reduces training times for agents
- Improves email response time
- Improves efficiency: the ability to handle large increases in consumer interactions while not
increasing staff
- Improves the contact center’s ability to build loyalty and drive product sales
- Results in elevation of contact center’s status within the organization and increased value
to business
Better Use of Information
- Increases the value of customer data to the organization
- Enhanced utilization of customer feedback to drive product decisions
- Rapid identification of product quality issues
- Improves visibility of consumer information across the enterprise
- Integrates data into one repository of information
- Support for email alerts drives product sales based on conditions specific to customers
Improved Company Performance
- Improves management decisions, particularly in the areas of marketing, purchasing, and
quality control
- Early warning and problem detection: identify and resolve crisis issues quickly through
automated e-mails
- System flexibility to support an rapidly growing and diversifying business
- Ability to quickly adapt to changing business and customer needs
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