Travelocity.com Unveils My Messaging, Industry First in Comprehensive Travel Notification Tools
FORT WORTH, Texas, Mar 14, 2002 /PRNewswire-FirstCall via COMTEX/ --
New Suite of Free Messaging Options Sends Flight Info, Trip Itinerary, Breaking News, Schedule Changes
to Anyone, Anywhere
"Travelocity.com led the way in customer notification with our flight paging service in 1997 and we have been
making notification calls for years," said Russ Smith, senior vice president of operations-customer service of Travelocity.com.
"The addition of My Messaging makes us the clear category leader in online travel by providing more options and interactive
opportunities than anyone else in the industry. This is the first product that redefines the concept of notification and puts
control in the hands of the customer. It is just another example of the way that Travelocity.com uses innovative technology
to make traveling better."
Travelocity.com Brings Flight Information for 56 Airlines to the Phone
WORTH, Texas, June 6 /PRNewswire/ -- Taking customer service
to the next level, Travelocity.com today announced extensive enhancements to its automated, interactive voice services, now
allowing travelers to receive real- time updates on departure, arrival and gate information for flights from 56 airlines.
The company's flight information product, previously only available through mobile applications and the Internet, is now accessible
through Travelocity.com's toll-free, voice-activated customer service hotline system at 888-TRAVELOCITY.
"We found that about 10 percent of calls
to our customer service centers were requests for flight information, and we answer over 40,000 requests for flight information
online each day," said Russ Smith, senior vice president of operations-customer service. "Most people have access
to phones, but not the Internet, while traveling. So we felt that integrating our online flight information product into the
toll-free number would be a valuable tool for travelers, while simultaneously enabling customer service agents to better focus
on requests that require live agent assistance."
Travelocity's New Speech-Recognition
Option Might Signal Trend
Mark W. Vigoroso
08/07/01 5:45 PM PT
its Internet voice recognition system, Travelocity hopes to reduce the number of callers on hold and free its representatives
to work on complex issues.
Travel e-tailer Travelocity.com (Nasdaq: TVLY) officially launched
a speech-driven customer service application Monday that will allow customers to review existing travel plans over the phone,
the company said.
"Customers we surveyed have requested the ability to obtain travel
information without having to wait for an agent," Travelocity senior vice president of operations and customer support
Russ Smith told the E-Commerce Times. "So there are benefits for the customer, as well as for Travelocity."
According to Smith, 100 percent of customer service calls go through the IVR system, and since the application
was implemented in February, 22 percent of callers have obtained the information they need without ever speaking to a human
agent. Complex requests are routed to agents.
"We are ahead of where
we thought we would be at this point," said Smith. "Our next goal is to reach a 25 percent success rate."
Travelocity opens Clintwood call center
By MIKE STILL
CLINTWOOD - Travelocity uses
Internet technology for selling its product of travel and vacation services, but company officials on Saturday cited the people
of Southwest Virginia for their decision to open their newest customer call center in Dickenson County.
Travelocity CEO Terrell James, customer service vice president Russ Smith and Ninth District Congressman
Rick Boucher cut the ribbon for Saturday's grand opening ceremony, and they all cited workforce quality as the dominant reason
for the company's decision to locate in Southwest Virginia.
are not importing any employees to work here permanently," said Smith. "We are going to get to our 450 to 500 people
here very rapidly, within a year."
(Boucher) said has been right, and all we have to do is sustain it," Smith added. "This was one of the smoothest
transitions we ever had."
Smith said he received
a call from a company trainer as the first group of sixty employees took its first exam on customer servicer procedures.
"He said they all scored 100 on the test, and I asked, ‘are you
sure?'" Smith said, adding that he had never seen that happen with company training classes before. "I am truly
impressed with the community and the work ethic."
Smith noted that Clintwood employees also have received high marks from customers and other
employees on how calls and service are handled.
Penn's Northeast: news - Travelocity Adds to its Workforce - Travelocity.com Inc., the leading travel website
has opened its operations in September of 2001 in Plains, Pennsylvania already creating 160 jobs. Currently they are adding
50 more positions and by the end of this year their plans are to expand its workforce to 450 employees. "Travelocity.com
is very fortunate to have found a great community that is going the extra mile to welcome us and help us get established,"
said Russ Smith, Senior Vice President of Operations and Customer Service. "We are pleased to have chosen Northeast Pennsylvania
as our next focus expansion. Travelocity.com is a dynamic growing company and we're sure that the strength of the potential
workforce and the team effort from this community will be an excellent match."
TeleTech’s focus on the people, integrity, commitment and teamwork can be witnessed every day at the company’s
state-of-the-art facility in Niagara Falls. Recently, TeleTech’s Niagara Falls customer management center added about
150 additional customer service representatives.
the efforts of our team members here in Niagara Falls,” said TeleTech Vice President Russ Smith. “Our center has
grown because of the hard work, dedication and outstanding performance of our employees and the quality of service they deliver
to our clients’ customers.”