In order to improve Egencia’s overall customer service effectiveness,
Egencia has rolled out their new
Intelligent Services Platform, which has replaced our GVSU
Travel Desk customer service line. In making this improvement and
modification Egencia’s new customer service line was enhanced with an
interactive voice response (IVR) which allowed for our previous
primary intro recording to be phased out.
"The new Intelligent Service Platform will offer your travelers
a faster, smarter and more personalized customer service experience.
We are leveraging technology-infused service to quickly recognize
travelers based on the phone number they are dialing in on and
interactive voice response (IVR), allowing Egencia Travel Consultants
to know who is calling and what they need help with before they answer
the call. Travel Arrangers will be asked to enter the itinerary they
are calling about.
To take advantage of the Intelligent Service Platform, please
encourage your travelers to check their Egencia profile to make sure
their phone numbers are up to date. Travelers are able to list as many
phone numbers as they would like, which will increase the likelihood
that they can be automatically recognized when they call in for service.
Please note that the Intelligent Service Platform will not be
available for phone numbers that have a custom greeting or routing
system in place for travelers calling an Egencia Travel Consultant
(such as VIP service desks)."