Virgin America selects TuVox for calls

TuVox, a leading provider of On Demand speech applications today announced that Virgin America, the domestic U.S. start-up airline, has selected TuVox Hosted Speech Applications to provide superior customer service for its future guests. TuVox speech applications, which will handle all incoming customer calls for the airline, will provide an efficient, pleasant and personalized customer experience for Virgin America guests. The application will automate flight information, booking assistance and frequent traveler information.

The application will also provide general information about Virgin America, including information about career opportunities. Subsequent phases of the application will include management of frequent flyer membership, baggage tracing and other services designed to provide Virgin America customers with more options and greater efficiency in managing their travel experience and relationship with Virgin America.

“We selected TuVox because of their reputation for delivering superior speech applications and a shared vision and passion relative to creating a superior customer experience. We want callers to feel comfortable using the system whether it’s their first or one hundredth call to Virgin America,” said Todd Pawlowski, VP airports and guest services at Virgin America. “TuVox demonstrated the expertise and commitment to help us roll out an automated voice self-service solution that is truly reflective of the Virgin America brand and our commitment to build an airline that people will love.”

As Virgin America begins flight operations and guests begin to book flights, Virgin America guests will initiate their booking process within the TuVox speech application and the collected data will be delivered to the reservation agent who will complete the reservation. Callers will also have the option to immediately transfer to a Virgin America guest services agent.

“We are honored that Virgin America has selected TuVox to deliver differentiated customer service to Virgin America guests,” said Larry Miller, president and CEO of TuVox. “We are excited to partner with Virgin America to deliver the best customer service in the airline industry through our conversational speech applications and to ensure that this automated voice technology is reflective of the quality of service that will set Virgin America apart from other airlines.”