September 17, 2008
Voxify Ready to Handle Call Volumes Before Storms Hit Land
By Raju Shanbhag, TMCnet Contributing Editor
As thousands of people evacuated from the southeastern areas of the U.S., Voxify, the company that develops, deploys and manages integrated speech solutions to automate customer interactions, said it handled unplanned call volume for travel and hospitality companies in the days and weeks before Hurricanes Gustav and Ike.
Some of the largest airlines, hotel aggregators, and hotel chains in the U.S depend upon Voxify's speech solutions, called Automated Agents, to regularly handle millions of calls for call steering and routing, rate finder, reservation, reconfirmation, flight information, cancellation, and flight check-in.
People waited for a long time to evacuate when it came to Hurricane Ike. Just 2 days before Hurricane Ike hit Galveston, TX, call volume increased in Voxify's entire travel and hospitality sector.
For the last 6 months, calls suddenly peaked on September 11th at 11 percent over total daily call volume. But this time people were taking airplanes as well as booking hotel rooms. On September 11th, one Voxify customer experienced an 89 percent increase in reconfirmation calls.
Voxify went on hurricane alert with its managed service support of its speech solutions, when the weather forecaster spotted Hurricane Gustav and Hurricane Ike as tropical depressions. Voxify was prepared to manage the calls for these impending hurricanes as it had managed the calls from evacuees for Hurricane Katrina in 2005.
Ensuring high availability, guaranteed performance, and continual tuning to maintain industry-leading service levels, Voxify's enterprise-strength speech solutions are run on a managed service basis. Irrespective of the weather, Voxify Automated Agents take every call with the same expediency and customer service.
Voxify saw call volume spikes for its entire travel and hospitality sector in the 7 days before Hurricane Gustav hit Louisiana. The calls peaked on August 30th with an increase of 23 percent over total daily call volume for the last 6 months. The increase was primarily from hotel reservation and hotel confirmation calls.
“When it comes to emergency preparedness and maintaining business continuity for our travel and hospitality customers, we take our job very seriously,” said John Gengarella, CEO, Voxify. “Whether a company experiences unplanned call spikes from Hurricane Ike or seasonal business cycles, Voxify's managed service model means that we earn our keep everyday.”
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Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju's articles, please visit his columnist page.
Edited by Stefania Viscusi