Making It Personal


With the launch of its Intelligent Service Platform (ISP), Egencia is investing in customer service by using technology to deliver a faster and more personalized experience.

Egencia’s senior vice-president, Americas, Mark Hollyhead said: “We want to keep pushing the boundaries for our customers, who are mobile business travellers with little time to waste. With this new technology enhancement, travellers get the service they need, when they need it. For example, when your flight is cancelled, one tap on your smartphone is all you need to have our travel consultants call you back with the status of your itinerary, ready with recommendations.”

Egencia will use contextual Interactive Voice Response (IVR) to match a caller’s phone number and ID with the traveller’s Egencia profile. Egencia Travel Consultants will automatically know who is calling and which itinerary they need assistance with. During heavy call periods, the traveller may also request a call-back versus waiting on hold for a travel consultant.

After an initial introduction in the United States, the ISP roll-out was completed in Canada earlier this week.

The mobile app Egencia TripNavigator, first launched in November 2013, optimizes the in-trip experience for users, providing step-by-step navigation, hotel booking and access to Egencia Travel Consultants.

The app’s “Callback” option under Egencia AssistMe is now available to Canadian customers, giving business travellers access to agent-assistance via their mobile phone. This feature was designed by Egencia developers to be seamlessly integrated with ISP, to provide the same fast, personalized service to travellers calling from the road.

Go to for more.