Virtual-Agent Services Answers HubX Contact Center Service Call
Distributed Workforce Provides 24/7 Support When Enhanced Booking Capabilities Increase Demand
SCHAUMBURG, IL (January 7, 2003) -- As hotels seek more comprehensive solutions to the demands placed on their reservations capability by the diversification of distribution channels, they turn to their technology providers for answers. HubX (www.hubx.net), the center for reservation innovation, has selected Virtual-Agent Services (www.vagent.com), winner of a Gold Best-in-Class 2002 RealMarket Users Choice Award for Contact Center Tools, to provide the voice component of its reservations channel management capabilities.
Virtual-Agent Services (VAS) has elevated the expectations of contact center customers and their clients by focusing on service quality as well as price. By pioneering a new ACD application that allows smaller contact centers to access a single central telephone connection, VAS has brought work to areas with smaller but more highly skilled groups of workers. The result is better service, higher retention of skilled agents, increased customer satisfaction and demand by companies requiring qualified agents capable of handling inbound service calls and queries.
“The quality of the service in your contact center is critical when the agent is accepting inbound calls and is asked to market and upsell something like a reservation at a world class hotel or resort,” commented Bob Camastro, President of Virtual-Agent Services. “Our clients choose us on the basis of our reputation for delivering that service, for exceeding their standards in measures like test calls and accuracy and we are pleased to be partnering with HubX to maintain their equally-high reputation for client service.”
“We chose Virtual-Agent Services as the voice channel partner best able to meet the needs and expectations of our hotel clients,” said Mike Murray, President of HubX. “It comes as no surprise to us that call center demands increase in direct relation to the enhancements we make to help hotels distribute inventory among all of the various channels now available to them. When technology makes a hotel more accessible to customers, there are more customers to serve, and more demand placed on the call center. Virtual-Agent Services proved to us they are the best able to handle those calls, both in quantity and in quality. They are a perfect match for HubX and the clients we serve, and we’re happy to be partnering with them.”
About HubX:
HubX (www.hubX.net) is an Internet-based, hospitality service provider of innovative reservation, web, marketing and integration services. HubX provides industry-leading products and services; such as the advanced, cross-sell booking engine, that enable hospitality organizations to effectively position, promote and manage all their products and services among the electronic distributions channels. HubX combines their advanced services with fully automated, direct connectivity to property based and/or central reservation systems, to deliver a unique, total-solution offering unrivaled in the hospitality industry.
About Virtual-Agent Services:
Virtual-Agent Services, a privately held company headquartered in Schaumburg, IL, is a unique provider of contact center solutions for today’s demanding customer care industry. Focusing on a high quality workforce and ideal locations throughout New Brunswick, Canada, VAS utilizes the award-winning Distributed Workforce Concept to offer clients superior service and value. Servicing a wide range of industries including financial, retail sales, travel and hospitality, and utility services, VAS provides a variety of support options that include inbound sales and customer service, customer account maintenance, credit management, and travel reservations.
