Travelocity Shifts Call Centers to AT&T So Customers Get Even Better Access to Customer Advocates
September 27 2006 - 10:00AM
PR Newswire (US)
AT&T Toll-Free Advanced Features Helps Manage More Than 10
Million Minutes of Long Distance Usage per Month SOUTHLAKE, Texas,
Sept. 27 /PRNewswire-FirstCall/ -- AT&T Inc. (NYSE:T) announced
today that Travelocity, a subsidiary of Sabre Holdings Corporation
and one of the leading travel agencies in the U.S., has selected
AT&T to provide the technology infrastructure for its two
primary call centers. The three-year multimillion dollar agreement
expands an existing agreement between AT&T and Travelocity's
parent company, Sabre Holdings Corporation (NYSE:TSG). Under the
terms of the contract, Travelocity will rely on AT&T's
Toll-Free Advanced Features to manage the large volume of calls to
its primary customer-contact centers in San Antonio, Texas, and
Wilkes-Barre, Pa. Toll- Free Advanced Features, with greater call
routing control, route diversity, router redundancy and
scalability, give customers a positive experience when they call.
This is central to the Travelocity Guarantee and its Customer Bill
of Rights. Launched last year to appeal to consumers' desires for
more personalized service, the Travelocity Guarantee guarantees
that everything about the customer's booking will be right, or
Travelocity will work with its partners to make it right, right
away. "Investing in technology is essential as our call volume
expands and we continue to build a personal connection with our
customers," said Lesley Harris, Travelocity's vice president of
sales and customer care, who noted that Travelocity's network
handles nearly half a million long distance minutes each day. "We
have invested more than 10,000 hours in employee-training on
customer advocacy, but all the training in the world won't help if
calls can't get through." To help ensure that Travelocity's call
centers are always available, AT&T will deliver ACCU-Ring
Network Access Service, which provides Travelocity its own private
self-healing SONET ring with the reliability and high capacity of
SONET plus the security of a dedicated private service. These new
services are part of an agreement with Sabre Holdings, which also
includes upgrading the company's internal network to a managed
Internet service. AT&T also provides the company with
Web-hosting, teleconferencing as well as local and long distance
voice services. Note: This AT&T release and other news
announcements are available as part of an RSS feed at
http://www.att.com/rss . About Travelocity Travelocity(R) is
committed to being the traveler's champion -- before, during and
after the trip -- and guarantees everything about a customer's
booking will be right. If it's not, Travelocity will work with its
partners to make it right, right away. This customer-driven focus,
backed by live 24/7 phone support, great prices and powerful
shopping technology has made Travelocity the fifth largest travel
agency in the U.S. -- booking $7.4 billion in travel worldwide in
2005. Based in Southlake, Texas, Travelocity also owns and operates
Travelocity Business(SM) and GetThere(R) for corporate travelers,
lastminute.com, a leader in European online travel and ZUJI, a
leader in Asia-Pacific online travel. Travelocity is owned by Sabre
Holdings Corporation (NYSE:TSG), a world leader in travel commerce.
About AT&T AT&T Inc. is one of the world's largest
telecommunications holding companies and is the largest in the
United States. Operating globally under the AT&T brand,
AT&T companies are recognized as the leading worldwide
providers of IP-based communications services to business and as
leading U.S. providers of high speed DSL Internet, local and long
distance voice, and directory publishing and advertising services.
AT&T Inc. holds a 60 percent ownership interest in Cingular
Wireless, which is the No. 1 U.S. wireless services provider with
57.3 million wireless customers. Additional information about
AT&T Inc. and AT&T products and services is available at
http://www.att.com/ . Subsidiaries and affiliates of AT&T Inc.
provide products and services under the AT&T brand. DATASOURCE:
AT&T Inc. CONTACT: Luz Varela, Office: +1-214-665-1360, or
Cell: +1-214-502-4780, or E-mail: , or Dan Keeney, Office:
+1-832-467-2904, or Mobile: +1-713-417-1498, or E-mail: , both of
AT&T Inc. Web site: http://www.att.com/rss http://www.att.com/
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