Speech Technology Magazine

 

Travel Portal Unveils First Proactive Call Response Capability

BUDAPEST -- Skymol Corp. yesterday announced that Start Utazás, a Hungarian online travel portal with approximately 500,000 visitors and 4 million page views every month, has launched the industry's first proactive live voice, video, and text chat capability developed exclusively for sales and customer service.
Posted Aug 1, 2007
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BUDAPEST -- Skymol Corp. yesterday announced that Start Utazás, a Hungarian online travel portal with approximately 500,000 visitors and 4 million page views every month, has launched the industry’s first proactive live voice, video, and text chat capability developed exclusively for sales and customer service.

Through the service, powered by Skymol Communicator and StartUtazas platform, the portal can now identify and engage site visitors most likely to abandon self-help or call for assistance and proactively offer an immediate, live, voice-, video-, and text-based chat with a sales support specialist. By proactively offering real-time online assistance to customers, Start Utazas highly increased agent productivity and customer satisfaction during the initial implementation. 

"We’re taking online customer service to the next level by identifying the customers most likely to need help and enabling them to resolve their issues before they pick up the phone or send an email or just leave our Web site," says Karoly Geri, CEO of Start Utazás.

Proactive voice, video and text chat invitations are driven by a sophisticated business rules engine that identifies visitors based on specific online behavior.

For this initial deployment, Start Utazas partnered with Skymol Corp., a provider of on-demand online conversation solutions using live voice, video, and text chat communications, to develop business rules to identify returning visitors and provide them live sales assistant.

"Proactive chat will make Start Utazás’ already best-in-class sales and customer service more accessible than ever before and position them well for increased customer loyalty and growth," said Skymol’s CEO Balint Morocz.

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