IVR Based Helpline System for Hospitality Industry

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Technology is advancing at a faster pace than ever before, and this is changing both the expectations of patrons as well as the way in which the hospitality industry conducts its business. Some of the trends in the industry are leading to great improvements and savings for hospitality industry companies. India is one of the digitally advanced countries when it comes to planning travel itineraries or booking services online. Traveling industry is thrusting hard to satisfy the quench of travelers as per their convenience.

The continuous evolution in telecommunication has a great impact on the travel sector. Improved communications technology provides excellent ways to handle travel planning so that travel agencies can simplify all the operations and make the agency more competitive. Keeping all these things in mind, Aria Telecom worked better for their client and provided best telecom solutions for these types of businesses or organizations. So for the same, we developed IVR for Travel and Tour Agencies.

The hospitality industry is growing for multiple reasons, such as a family trip, increasing the number of solo travelers, and even business trip planners. Each traveler may have their questions, queries, and concerns regarding their trip.  The travel and tour agency needs to ensure that each customer is attended professionally. In this case, IVR based helpline solution is most significant telecom solution for each traveler.

An IVR is an inbound solution to enable the customers to reach out to the organization for support and other customer services. The customers can use the dial pad or get help through speech recognition. IVR systems are telephony menu systems that use either speech-recognition or touch-tone technology to enable the identification, segmentation, and routing of callers to the most qualified agents. With such a tool, both brands and customers benefit from optimized customer service practices.

Let us take a simple case of flight booking. Someone wants to book a flight ticket and calls up their travel agent to book this ticket. As soon as the welcome greetings are done with, the travel agent’s phone system would announce ‘To book a new flight ticket, please press 1’.

For example, after ascertaining the fact that the caller wants to book a new flight ticket, the airlines/travel agent’s phone system could ask, ‘For new domestic flight bookings, please press 1. For international flights, please press 2.’

With the implementation of the Interactive Voice Response System, a travel agent can easily operate 24 hours, 7 days and can increase revenue. A toll free number most often used for customer service or help lines. One of the biggest benefits is they allow customers to call your business at free of cost. A dedicated number is provided by IVR system which can asists as toll free number as well. Multilingual language is available for the convenience of customers.

One of the most common tasks of IVRS is ‘Call Transfer’. Different departments can be set and both inbound and outbound calls can be transferred according to the department.

This quality growth by the introduction of IVR is not only attracting domestic travelers but is also expecting a surge in a number of foreign travelers.

Aria Telecom researched all the necessary things required in the hospitality industry which are required for IVRS.  So we designed a user-friendly and feasible interactive voice response system for hospitality and travel that suits all the demands which they required.

Features of Aria IVRS:

  1. ACD (Automatic Call Distribution):

Automatic call distribution (ACD) is used to handle incoming calls and forward them to an agent or department who handles the request.

  1. IVRS designer tool:

IVRS designer tool consists of language selection, greeting messages and other sections. Users can design IVRS tree according to requirements.

  1. SMS/Email integration:

Using Email & SMS alert system, user can leave a voice message on the IVR.

  1. Customer Relationship Management Solution:

Hospitality industry is all about customer interaction. CRM helps businesses to gain an insight into the behaviour of their customers and modify their business operations.