TRAVEL TECHNOLOGY

Vonage Contact Center Helps Key Travel Deliver an Enhanced Experience for Humanitarian and Academic Travelers Worldwide

Vonage | August 20, 2021

Vonage , a global leader in cloud communications helping businesses accelerate their digital transformation, today announced that Key Travel has delivered an enhanced omnichannel experience for humanitarian and academic travelers worldwide with Vonage Contact Center for Salesforce.

Key Travel is the world’s largest travel management company specialising in the humanitarian, faith and academic sectors. With offices in the U.S., Europe, and Africa, Key Travel books flights, hotels and transportation all over the world. Customers can also use the company’s digital tools to book cost-effective and eco-friendly travel, and access 24/7 customer service through its new Global Travel Hub — powered by Vonage Contact Center.
"We need to ensure that we're delivering the highest quality customer experience possible, so the selection of Vonage was absolutely a core part of our strategy," said Daniel Morris, group IT director for Key Travel. "If we didn't get our selection of a reliable omnichannel communications provider right, the rest of our strategy would have been seriously flawed. Failing our customers means people who save lives cannot get to where they need to go. Implementing Vonage Contact Center not only enabled us to provide a great customer experience, but also made a difference for our customers and the people they serve."

Vonage Contact Center is a reliable and flexible omnichannel communications solution integrated with Salesforce, which Key Travel relies on to connect agents with customers around the world via phone, video, chat, and SMS. Calls can also be automatically routed to agents with the right expertise and who speak the same language as the caller.

"The range of communications channels that you need as a humanitarian travel provider is vast," adds Morris. "You need to have the full multichannel capabilities, and the ability to deliver an omnichannel customer experience. No matter how the customer reaches you, the experience must be seamless and personalised across channels."

As a cloud solution, agents can access the Vonage Contact Center from anywhere and it can be easily scaled in line with the company’s needs. This provides the technology necessary to boost Key Travel’s response to an increase in demand. During COVID-19, the company was able to transition more than 600 contact centre agents worldwide into remote workers without missing a single customer call.

“Communication is key in any business, but it's particularly important for a humanitarian travel agency like Key Travel,” said Rodolpho Cardenuto, President, Applications Group for Vonage, “Customers need to be able to connect with an agent quickly if something goes wrong or their plans change. Because Key Travel's customers travel globally, and their agents and supervisors work globally, the organisation needed a contact centre solution that works from anywhere.”

About Vonage
Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging and Verification into existing products, workflows and systems. Vonage's fully programmable unified communications and contact center applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or anywhere, providing enormous flexibility and ensuring business continuity.

Spotlight

With cities steeped in history, amazing beaches, and a beautiful countryside, a visit to Turkey promises an enchanted vacation. Diverse offerings such as the ancient ruins of Ephesus to the luxury beach resorts along the Aegean Sea will enthrall and captivate even the most jaded traveler.

Spotlight

With cities steeped in history, amazing beaches, and a beautiful countryside, a visit to Turkey promises an enchanted vacation. Diverse offerings such as the ancient ruins of Ephesus to the luxury beach resorts along the Aegean Sea will enthrall and captivate even the most jaded traveler.

Related News

TRAVEL TECHNOLOGY

Airbnb Introduces Flexible Search a New Kind of Travel Post-COVID with Flexible Search

Airbnb | February 25, 2021

Since going public, most of the news out of Airbnb has been around policy. Today, the organization has an announcement that is about the product. As the pandemic evolves the way we do everything, and we collectively realize that quite a bit of that new behavior will be permanent, tech companies are looking to evolve alongside us. Airbnb is today introducing Flexible Search, which will allow users to forgo putting in exact dates when they look to book lodging on the platform. Instead, users can search for a weekend getaway, week-long vacation, month-long vacation or months-long vacation without setting specific dates. Not only does this give guests more options to browse, but it should also increase exposure for hosts. “It’s no surprise COVID-19 continues to change the way we travel, and in addition to redesigning our platform last year to make nearby and longer-term stays easier to find and book, our new Flexible Dates feature aligns with a broader shift in how people will travel in the future. The traditional travel industry was built around fixed destinations with fixed dates in mind, but that model no longer meets the needs of today’s travelers.”

Read More

TRAVEL TECHNOLOGY

Stasher, a Travel Tech Startup is Solving the Luggage Storage Problem Through Crowdsourcing

Stasher | July 09, 2021

Traveling is one of the most rewarding but also one of the most difficult activities. One challenge is storing things while traveling, but an English startup called Stasher is attempting to change the way people store their luggage. Stasher links travelers with hotels and shops that can keep luggage secure while users enjoy their time in a city. Wedderburn-Day developed Stasher as a happy accident when one of his pals wanted to store items with another friend. The friend jokingly suggested charging people for this service. An idea was conceived. They created a platform where people could store items in their homes. The model has subsequently developed, but the fundamental concept has not changed. “Storage in cities is a real issue,” Wedderburn-Day said. “If you remember, and this is still the case, Airbnb had gone from an interesting concept to a household brand at the time, and everyone was beginning to do it. It was also generating a larger potential in this space.” What started as a joke is now in over 250 towns worldwide, but they took a hit during the COVID-19 Pandemic. Hotels and businesses advertise their storage space on the site, and tourists can store their things in a safe place. Dandashy, a former concierge, recognized the need for tourists to keep stuff while on the travel. “The idea has a sort of simplicity to it that makes it great,” Wedderburn-Day said. “It is not reinventing anything, and it is using the sharing-economy concept that has proven to be so successful with taxis and rentals. It is simply making use of existing space.”

Read More

FEATURES AND ADVICE

“Alexa – Ask HotelPlanner to Make a New Reservation:” Travel Technology Company Launches Alexa-Enabled Booking Feature

HotelPlanner | October 20, 2021

HotelPlanner, a leading travel technology platform powered by proprietary artificial intelligence, announced the launch of its new Alexa-enabled hotel booking feature that immediately connects customers to a global gig-based ‘Hotel Planner’ agent to book a discounted hotel stay – anywhere in the world – at any time, an industry first.The announcement is well-timed with the rise in voice-activated technology and the ‘Internet of Things’ revolution that is already disrupting every industry across the globe. How Alexa-Enabled Hotel Bookings Work Using an Alexa device or the Alexa app, a customer must first say “Alexa – enable the HotelPlanner skill.” Once the skill is enabled, customers can then activate the feature any time by saying “Alexa – open HotelPlanner” or “Alexa – ask HotelPlanner to make a new reservation in Boston.” Once a customer tells Alexa their travel details, the service immediately connects the customer to a live Hotel Planner as a priority call, which bypasses the call queue. The Hotel Planner can then typically offer a discounted rate before completing the booking. This is equivalent to having a personal hotel concierge at one’s beck and call anytime help is needed with hotel bookings. HotelPlanner’s proprietary artificial intelligence and VOIP capabilities will also try to route customers to a gig-based Hotel Planner who either lives in, or knows about, the customer’s desired destination so that they can provide localized and personalized service.And this new booking feature is completely free of charge. Staying Ahead of the Technology Curve Since its founding in 2004, HotelPlanner has sought to stay ahead of the technology curve with next generation features that anticipate evolving customer needs to further simplify and automate the hotel booking process. For example, HotelPlanner pioneered the electronic Request for Proposal (eRFP) process for group bookings in 2004, and then added an online negotiation capability in 2009. In 2014, the company launched its instant group booking feature. In May 2020, at the height of the pandemic, HotelPlanner launched its global gig-economy based reservations platform in response to an influx of customer calls, an industry first for an online travel agency. “We believe that adding Alexa-enabled hotel bookings is an industry game changer,As the Internet of Things and smart homes, smart cars and smart offices become more ubiquitous, HotelPlanner is ready to provide a tech-forward solution that embraces voice activation and anticipates how consumers will interact with technology to make travel plans. And this capability is sustainable, scalable, and complementary with the ongoing expansion of our gig-based Hotel Planner reservation platform.” -John Prince, Co-Founder & Chief Information Officer, HotelPlanner. The transaction is expected to enable HotelPlanner to transform into a diversified hotel and event booking platform with complementary revenue streams, and to provide the combined company opportunities to realize multiple operating synergies to drive growth at scale. About HotelPlanner HotelPlanner is a leading travel technology company that combines proprietary artificial intelligence capabilities with a 24/7 global gig-based reservations and customer service network. HotelPlanner travel agents can customize all traveler hotel & accommodation needs from a single platform while providing localized advice. HotelPlanner is one of the leading providers of individual, group and corporate travel bookings, specializing in unique “Closed User Group” discounted rates offered in unpublished private sale environments. Founded in 2004, HotelPlanner has enduring partnerships with many of the world’s largest OTAs, well-known hotel chains, individual hotels, online wedding providers, ancillary lodging providers, corporations, professional and amateur sports teams and franchises, universities and government agencies.For more information, please visit https://www.hotelplanner.com About Reservations.com Reservations.com is an award-winning online travel company on a mission to bring the human-touch back to travel. Founded in 2014 with a focus on helping consumers create memorable travel experiences, Reservations.com has experienced rapid growth. Reservations.com's user-friendly website offers unparalleled visibility into hotels, including: descriptions, pricing information, and reviews of nearly 500,000 properties globally. The company is on a journey to enable customers to not only reserve hotels, but to create memories.more information, please visit www.reservations.com About Astrea Acquisition Corp. Astrea Acquisition Corp. (NASDAQ: ASAXU) is a blank check company organized for the purpose of effecting a merger, capital stock exchange, asset acquisition or other similar business combination with one or more businesses or entities. While we intend to evaluate opportunities in many industries, we are targeting technology-enhanced high-growth companies that have clear differentiated business models suited for disruption in their sectors. The diverse experience, extensive relationship network, and successful SPAC experience of our management team and board of directors make Astrea an ideal partner for businesses that have the potential to become outstanding public companies.

Read More