Roll Out a Virtual Red Carpet
Instantly Greet and Serve Guests
Alameda, CA – September 28, 2004 – A team of Automated Agents™ has been hired by Wyndham International to give its guests a red carpet greeting and white glove treatment any time they call for service. The Agents are provided by Voxify, the first company to create Automated Agents for call centers with the conversational skills to handle advanced customer service calls, and will greet guests, help locate hotels, book reservations, or update their loyalty program information. Wyndham chose Voxify because its patent-pending technology that models the intelligence and service demeanor of human agents, has seen wide acceptance in the travel and hospitality industries. Plus, as a hosted solution, it can be customized and deployed within weeks rather than the months usually required for a custom-developed system.
Wyndham operates more than 145 upscale hotels and resorts offering more than 36,000 rooms globally. More than 2 million prospective guests at these hotels reach Wyndham's call center annually through its toll free reservation numbers, making it one of the hotelier's most critical service points. Voxify Automated Agents will enhance the experience by providing a smart, central system that will greet guests immediately, identify what they need, and instantly route them to the best available resource, whether human or automated. For example, Automated Agents might be best suited for rapidly reconfirming reservations. On the other hand, live agents would be best equipped to help a guest with an unusual question about a particular hotel property.
Initial plans for the Voxify-powered call center projects 25 to 40 percent of service calls to be fully automated. Indeed, roughly one million of Wyndham's calls for reservations, confirmations, or loyalty program requests will be handled from greeting to completion by an Automated Agent. But in keeping with Wyndham's service pledge, callers will always be given the option to reach a live agent for any request. The Automated Agents will serve as the vehicle for connecting each caller with the right resource in the least amount of time.
“We believe in giving our guests choices on how they want to be served,” stated David Mussa, Wyndham’s Vice President of Reservations. “A large percentage of the calls we receive at our call center are common requests that can be easily and efficiently fulfilled by an intelligent Automated Agent. Offering our customers additional options in facilitating their requests, allows us to deliver a better guest experience – which is at the core of Wyndham’s brand philosophy.”
“It's a great honor to be the vendor that will help implement Wyndham’s plan to provide the best guest experience over the phone,” said Adeeb Shanaa, CEO of Voxify. “We believe this latest in a long string of prestigious clients proves that our approach to modeling the intricate nature of human conversations gives our Automated Agents a profound edge over competitors.”
Breakthrough Conversation Engine™ Technology
Voxify Automated Agents are built for advanced customer service calls, such as fare finder and reservations, and can accommodate customers with varying amounts of information.
High conversational usability requires complex call path maps to handle the many variant call paths that a customer service call can take. Voxify has solved this challenge with its patented Conversation Engine™ technology, a breakthrough for automating the development and maintenance of highly usable speech applications. The Conversation Engine imbues the Automated Agents with advanced conversational skills, enabling them to engage callers in sophisticated dialogue, and understanding multiple pieces of information in a single response or adjusting to unexpected information provided by the caller. As a result, callers experience an Automated Agent who understands how to give them what they need quickly and easily, closely approximating the effectiveness of a human being.
A History of Success in The Travel Industry
Voxify has deep experience in the travel industry, serving some of the industry's largest and most successful airlines and hotel chains. Among its other clients are Continental Airlines, World Choice Travel, part of Travelocity, and Pegasus Solutions.
Voxify® is the first company to create automated call center agents with the conversational skills to handle advanced customer service calls. Powered by the company's patented Conversation Engine™, Voxify Automated Agents™ model the intelligence and personality of a trained live agent, allowing them to engage callers in sophisticated dialogue to perform advanced customer service functions, like reservations, sales, and account requests. Voxify Automated Agents are helping call centers deliver new services, close more sales, and handle unplanned call volumes without hiring additional staff. Voxify was founded by MIT technologists and enterprise software veterans. Headquartered in Alameda, California, the company has a growing list of skilled partners around the globe. For more information, visit www.voxify.com.
|Also See:||Voxify Introduces Automated AgentsTM for Travel Industry Call Centers / April 2004|