Travelocity has selected AT&T to provide the technology infrastructure for its two primary call centers. The three-year multimillion dollar agreement expands an existing agreement between AT&T and Travelocity’s parent company, Sabre Holdings Corporation.
Under the terms of the contract, Travelocity will rely on AT&T’s Toll-Free Advanced Features to manage the large volume of calls to its primary customer-contact centers in San Antonio, Texas, and Wilkes-Barre, Pa. Toll- Free Advanced Features, with greater call routing control, route diversity, router redundancy and scalability, give customers a positive experience when they call. This is central to the Travelocity Guarantee and its Customer Bill of Rights.
Launched last year to appeal to consumers’ desires for more personalized service, the Travelocity Guarantee guarantees that everything about the customer’s booking will be right, or Travelocity will work with its partners to make it right, right away.
“Investing in technology is essential as our call volume expands and we continue to build a personal connection with our customers,” said Lesley Harris, Travelocity’s vice president of sales and customer care, who noted that Travelocity’s network handles nearly half a million long distance minutes each day. “We have invested more than 10,000 hours in employee-training on customer advocacy, but all the training in the world won’t help if calls can’t get through.”
To help ensure that Travelocity’s call centers are always available, AT&T will deliver ACCU-Ring Network Access Service, which provides Travelocity its own private self-healing SONET ring with the reliability and high capacity of SONET plus the security of a dedicated private service.
These new services are part of an agreement with Sabre Holdings, which also includes upgrading the company’s internal network to a managed Internet service. AT&T also provides the company with Web-hosting, teleconferencing as well as local and long distance voice services