Leisureplanet announced today the launch of its call centre and customer service solution.
Leisureplanet’s new customer service solution is based on a world first combination of Remedy Corporations Customer Relation Management (CRM) software and Lucent Technologies’ Enterprise Communications Server (ECS).
The system comprises the following list of functional capabilities:
It enables transparent communication between Leisureplanet’s central call centre and distributed call centres of international fulfilment partners.
Customer enquiries automatically generate service actions to appropriate customer service agents.
Process remains automated irrespective of whether customer uses telephone, fax or e-mail.
System incorporates integrated self help interface.
System automatically builds a knowledge pool of responses accessible to agents and customers.
Multi-site call distribution capabilities are included.
Automatic re-direct capabilities.
Call re-routing between customer care agents in different locations.
All major elements of the system are duplicated for critical redundancy.
“Leisureplanet is committed to delivering outstanding all-round customer service. The Internet is a 24-hour shopping environment which implies a need for strong attention for customer service. Leisureplanet believes customers will reward Internet businesses who understand their requirements for service. Leisureplanet is taking the lead on customer service through the powerful attributes of the integrated system it has created. This is great news for Leisureplanet customers” said Pierre Kleinhans, Chief Executive Officer of Leisureplanet.
Founded in 1995, Leisureplanet is an Internet-based international travel services company with the world’s largest image-rich hotel database; flight, car and hotel reservation facilities; and comprehensive proprietary travel guides for more than 180 travel destinations. Leisureplanet is committed to achieving leadership in global travel e-commerce through offering tailored services in European and other international markets. Operations include multi-lingual call centre and customer support facilities, two electronic publishing units, and information system and web site development unit, a hotel recruitment centre in addition to a local travel agency partner network.
Leisureplanet offers choice, competitive price and customer service. The company is in the process of deploying localised web sites supported by local customer service agents in European and other international markets. Each local web site will provide a comprehensive selection of competitively priced travel products for local consumers, presented in the local language.
Leisureplanet is 81%-owned by Leisureplanet Holdings, Ltd. (NASDAQ: LPHL), a publicly traded investment company whose holdings also include businesses in various industries, including value-added convenience foods and leisure products.
Lucent Technologies designs, builds and delivers a wide range of public and private networks, communications systems and software, consumer and business telephone systems and microelectronic components. Bell Laboratories is the research and development arm of the company.
Remedy is a leading provider of adaptable enterprise applications and complete solutions for IT (Information Technology) Service Management, Customer Relationship Management and Employee Workplace Automation. Over 60% of the Fortune 100 companies use Remedy products.
Remedy, Remedy Corporation, and Remedy CRM solutions are trademarks of Remedy Corporation, Mountain View California, which are registered or pending in certain jurisdictions. All other trademarks are those or their respective owners.