Speech Technology Magazine

 

Travel Club Deploys Ydilo Voice Solution for its Call Center

MADRID, SPAIN - Air Miles Spain and Ydilo Advanced Voice Solutions announced the conclusion of the testing phase for the call center voice solution.
Posted May 1, 2002
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MADRID, SPAIN - Air Miles Spain, operators of the Travel Club fidelity program, and Ydilo Advanced Voice Solutions S.A. announced the conclusion of the testing phase for the call center voice solution. The Ydilo solution allows Travel Club members to access a range of services using voice recognition. Available services include: Account balances, Recent account movements, Current offers by participating companies, General information on Travel Club, and Other services such as Membership request Modification of personal account data, Catalogue order, and Account unification. Previously, Travel Club has offered this information using an outsourced call center with agents. Now the automated system attends members who call the Travel Club information hotline 24 hours a day, 7 days a week and without having to wait for an agent to become available. While some services are fully automated, others such as catalogue orders or modifications of account data are integrated with the Travel Club call center. In these cases the Ydilo system passes information directly to the CTI of the call center so that the agent is fully informed of the callers' identity and request before taking the call. The voice application is hosted with Ydilo while the member database remains located at Travel Club. The application accesses the database in real time while ensuring maximum security and confidentiality of the members' data. The deployment of the Ydilo voice solution has enabled Travel Club to enhance customer satisfaction due to faster response to members' calls, availability around the clock, more accurate information as well as a uniform and always friendly interface. Another advantage lies in the significantly lower operating costs of the automated system compared to a call center. "We have thoroughly tested the new system and be are very happy with the customer acceptance and overall quality of design and implementation," said Eugenio Alguacil, Associate Director Customer Service, at Travel Club. "The Ydilo solution provides our members with fast and easy access to information and allows our call center to focus on tasks with a high added value for both our members and our company." "Travel Club has proved once again to be an innovative, first mover company committed to excellent customer experience," commented Domingo López Montesdeoca, CEO and co-founder of Ydilo. "In today's business environment it is necessary to be cost conscious. However, this cannot be achieved by sacrificing quality and user experience. The Ydilo automated solution helps Travel Club to combine these seemingly mutually exclusive goals."
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