"Tellme hit a great technical milestone with the Orbitz CTI, enabling call routing and data transfer to agents efficiently and reliably, but also being able to improve the overall customer experience for Orbitz callers."
Jim Kerr, Senior Director, Global Customer Experience Solution, Orbitz

Problem

Juggling multiple voice applications and an on-premise IVR solution was creating more problems for Orbitz than it was solving. Keeping the systems managed and up-to-date was becoming a difficult distraction.

Solution

Orbitz engaged Tellme to put them on the most efficient, reliable voice services platform in the industry. Now that customer phone support is hosted on Tellme's best-in-class interactive voice system, management of all new and existing phone-based applications is handled via the Tellme Extranet — a single, simple web-based VoiceXML interface. The Orbitz team can quickly and easily control every aspect of the caller experience without the burden of maintaining hardware and software to power their applications.

Results

In just over 3 months, Orbitz launched its customer care flight notification service and introduced a branded, automated phone experience for customer service—on time, on budget and with double the expected automation level. Tellme's real-time application control makes it easy and cost-effective to deploy and manage specialized voice customer-care services, like OrbitzTLC Air Alerts that appeal equally to both Orbitz' customers and IT staff.

Company Profile

Orbitz is a leading online travel company with an inventory that includes hundreds of airlines, more than 80,000 hotels worldwide and 13 rental car brands.

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