Air Europa adopts VXML-based voice portal

Globalia is investing in an advanced VXML-based voice portal from Intervoice to improve customer service in its airline (Air Europa) customer services center. The contract is a result of a strategic partnership between Intervoice and Minser Consulting New Technologies SL (MCNT), systems integrators, responsible for the deployment of the contact center solution for Globalia.

The new system, which will initially handle an average of 20,000 calls per month from people seeking flight information and reservations, will ensure that Air Europa is able to improve call handling efficiencies. Air Europa will, in this way, offer its customers the best possible service. Also, contact center agents will be able to focus on more complex customer queries, leaving the voice automated system to deal with more basic ones. As a result, these agents will now be able to dedicate more time to those calls requiring greater attention, which will have a positive impact on the quality of their work environment.

Intervoice and MCNT will have full responsibility for the day-to-day management and monitoring of the system as part of a managed service solution, eliminating the need for the airline’s upfront investment in infrastructure.

“The travel industry is a highly competitive market and consumers require best of service when looking for up-to-date information on their travel arrangements,” said Maria Jose Hidalgo, Air Europa’s director general. “At Globalia, we are committed to the continual investment in both improving customer satisfaction and the working lives of our employees. We are delighted that MCNT has selected voice technology from Intervoice, which will help us deliver on this promise.”

“Many organizations globally are investing in voice automation to improve the customer experience as it provides a more natural interface than found on conventional touch tone systems,” said Ron Nieman, executive vice president of products at Intervoice. “Spain is an increasingly important international market for us, and teaming with MCNT to ensure Globalia realizes the complete benefits of our voice portal is a demonstration of the strength of our technology platform. We are delighted to win this contract after competing against some key players in the market.”

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“Without a doubt we are convinced of the benefits that Globalia will experience as a result of the implementation of this new project. MCNT and Intervoice have invested considerable resources and time on the preparation of a proposal based on the objectives, and technical and operational requirements imposed by Globalia,” added Gabriel Rivas, MCNT managing director.

Intervoice has provided Globalia with a managed service solution that comprises a flexible and robust VXML-based voice portal designed to achieve higher rates of automation and better customer service.

The company is pleased to announce this three year managed service contract and anticipates it will generate revenues of approximately $75,838 per quarter when fully implemented, which is expected to occur during the company’s fiscal year, ending February 28, 2007
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