| |
Voxify Automated Agents to Help Manage Reservations and Loyalty Program Calls for Red Lion Hotels
Conversational Voice Response system enhances customer service
and improves efficiency during hotelier's rapid growth
Alameda, CA, November 15, 2005 - Voxify, the first company to create Automated Agents for call centers with the conversational skills to handle advanced customer service calls, today announced that Voxify Automated Agents will soon begin handling contact center calls for Red Lion Hotels, the flagship hotel brand for Red Lion Hotel Corporation (NYSE: RLH).
As part of a company-wide program to improve customer satisfaction and provide faster access to information, Voxify Automated Agents will answer all incoming calls to the Red Lion contact centers and then route them to the appropriate agent, either another Automated Agent or a live agent. Besides greeting callers, Voxify Automated Agents will be tasked with duties including helping callers shop for room rates, confirming or canceling reservations and making new reservations. Voxify Automated Agents will also service members of GuestAwards, Red Lion's Loyalty program, along with helping callers find the Red Lion Hotel nearest to them. The decision to automate contact center calls coincides with an aggressive expansion by Red Lion, as the hotelier recently announced plans to expand to 100 markets in the next five years. With their signature "Stay Comfortable" rooms, the chain currently has more than 50 hotel locations in 11 states.
"Our goal at Red Lion is simple - to provide guests with the prompt, consistent, genuine service for which Red Lion is known," said, Barry Hughes, VP of Marketing and Distribution for Red Lion. "Voxify provides the only speech solution that fits our standards of excellence with a speedy deployment, impressive ROI and, most importantly, outstanding service to our customers."
Voxify has a track record of providing high quality, proven speech solutions in the hospitality industry, including award-winning Automated Agents for Wyndham International, along with new-revenue producing results for World Choice Travel, a division of Travelocity.
"In the past, hotel chains have been apprehensive about deploying speech applications in call centers because of the complexity of calls and the high levels of service that travelers have come to expect," said Adeeb Shanaa, CEO of Voxify. "With Voxify Automated Agents, hoteliers like Red Lion finally have a chance to enjoy all the benefits of a conversational speech system while maintaining the consistent, prompt service they are known for."
About Voxify
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 Voxify 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, such as reservations, call routing, and account requests. Voxify Automated Agents are taking calls today for market leaders such as Continental Airlines, Wyndham International and Hammacher Schlemmer, helping them to be more responsive to their customers while delivering new services, closing more sales, and handling unplanned call volumes without hiring additional staff. Voxify headquarters are in Alameda, CA. For more information, call 510 545 5000 or visit www.voxify.com.
|
