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Voxify Builds Momentum as Top Speech Application Provider for the Travel Industry
Conversational Voice Response system managing increased call volume for leading travel and hospitality companies
Alameda, CA, December 12, 2005 - Voxify, the first company to create Automated Agents with the conversational skills to handle advanced customer service calls, continues to build momentum as the speech application choice in the travel and hospitality industries.
Travel Industry Solutions
Voxify's Automated Agents are successfully managing everything from seat assignments and reservation reconfirmations to complex fare-finder reservation calls for leading airlines around the world, including Continental Airlines, Aer Lingus and CanJet. Continental's call centers handle some 40 million calls per year, 40 percent of which will soon be initiated by Voxify Automated Agents.
Hospitality Industry Solutions
On the hospitality side, Voxify Automated Agents are finding hotels and booking rooms for customers of Red Lion Hotels and World Choice Travel, a division of Travelocity. Voxify Automated Agents are managing calls for the loyalty program for Red Lion Hotels. For the rapidly expanding hotelier, it's part of a plan to improve customer service and provide exceptional self-service options for all of its customers.
"Voxify's Automated Agents have been an integral part of our move towards customer self-service," says Martin Hand, Staff Vice President of Reservations Operations at Continental. "Our goal is to consistently deliver speed and simplicity at our call centers, and our Automated Agents help us do just that."
"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." said, Barry Hughes, VP of Marketing and Distribution for Red Lion.
"The use of speech in the travel and hospitality industries has been on the rise, and for good reason," says Steve Cramoysan, Research Director, Gartner." Speech applications are capable of handling a wide range of call types; from reservations to fare-finding, helping to lighten current call center loads. Current trends clearly point towards increased adoption of speech applications in call centers in the future."
In its U.S. midyear lodging forecast, PricewaterhouseCoopers expects profits in the hotel industry to reach a new record high of almost $25 billion in 2006, a good sign that both the hospitality and travel industries are back on track. One factor helping keep costs low is the strategic use of speech applications.
"Our Automated Agents are uniquely suited to the travel and hospitality industries, especially when looking at this past year," said Adeeb Shanaa, CEO of Voxify." When call centers experience sudden surges of call volumes based on seasonal spikes or unplanned events such as hurricanes, they can't immediately hire and train new employees to handle the load. One of the benefits of our Automated Agents is their ability to be ready, 24/7, regardless of call volumes. That helps travelers avoid long call queues, and in turn helps our customers provide better service to their customers and ultimately close more business."
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.
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