Travelocity Implements Genesys to Deliver Prompt, Personalized Customer Service
Feb 16, 2006
Genesys Telecommunications Laboratories, Inc., an Alcatel company , today announced that Travelocity(R), the fifth largest travel agency in the United States, has implemented Genesys contact center solutions, including enterprise routing and computer telephony integration (CTI).
Travelocity's customer service agents' commitment to delivering a great travel experience requires providing consistent, high-quality service throughout the reservation and booking process. Agents assist customers with everything from finding the best airfare to selecting the right hotel via e- mail, phone and the Travelocity Web site, and having Genesys technology in its contact center supports repeat customer business generation.
"Travelocity is committed to being the traveler's champion -- before, during and after a trip," said Lesley Harris, vice president sales and customer care, Travelocity. "We are constantly striving to measure success based on service levels and customer satisfaction. Genesys CTI and Genesys routing capabilities have made a difference in delivering personalized customer service to Travelocity customers."
Travelocity needed a system that could route calls more efficiently, and one that had CTI to quickly deliver a screen pop of customer information directly to agent desktops. Integrating the solutions with Travelocity's existing CRM program gave Travelocity the ability to provide more highly personalized service. Genesys open-standards contact center solutions solved the issues at hand for Travelocity, allowing the company to keep up with its heavy call volume. Further, skills-based routing now allows the company to more efficiently staff its contact centers.
"Many contact centers struggle with how to balance high customer satisfaction goals with the constraints of very tight budgets and cost control," said Elliot Danziger, Genesys chief technology officer. "Travelocity is a prime example of how Genesys allows its customers to achieve both. Intelligent and effective skills-based routing enhances the customer experience while at the same time driving higher efficiencies and maintaining or even reducing costs."
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com/ .
Genesys Telecommunications Laboratories Inc.