Egencia's Intelligent Service Platform offers seamless delivery of travel management services across online, mobile and offline channels.
TORONTO – Egencia, the business travel company of the Expedia group, 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.”
Faster, Personal, Smarter Service
Egencia will use contextual Interactive Voice Response (IVR) to match a caller’s phone number and ID with the traveller’s Egencia profile. Egencia 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.”
Mobile Service at Your Fingertips
The mobile app Egencia TripNavigator, first launched in November 2013, optimises the in-trip experience for users, providing step-by-step navigation, hotel booking and access to Egencia Travel Consultants.
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.
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