7 Impact to Corporate Travel Marketplace With 1-Hour Outage Over $30M per hour in lost revenueAdd in Leisure travel and South America and your cost per hour of lost revenue is approximately $75M/hourDon’t potential travelers call back?Contact ratio issuesCustomer loyalty and satisfaction
8 Service Level Commitment Orbitz Worldwide Corporate Travel Services Customer Service Center80% of calls will be answered within 30 secondsWeekly reports verify phone response times attainedSite AvailabilityWebsite will be available 99% of the timeIf Website unavailable, company will charge online fees for offline transactions
9 Industry Challenges - experienced agents in a geographically centralized environment Fees have been declining in an environment with elimination of commissions and other incentivesThis has led to a need to move away from “on-site” travel agents, to consolidated, low-cost centers that house agentsHow can the industry leverage telecommunications capabilities to provide consolidated benefits without the geographic challenges of finding an experienced workforce?
10 At-Home Agent Technology IP agent software – works in Internet environment with home-users DSL/modemIP and VPN software gives home agents security, access to programs and applicationsEmerging technology, trend we expect to see more of, is one we recently implemented with our call center in Denver – at-home agent program.What’s required: There are two different types of technology. IP hard phone – w/ network connection, which is what’s used in a call center (diagram on the right).And IP Agent software – which has all of this within the software on a PC. IP agent software works with home users DSL/modem circuit, makes agent appear as if they’re in a call center.Use this in conjunction with VPN software, and security is imbedded within the VPN to give agents access to the programs and applications needed within the home environment.
11 Challenges With At-Home Agent Technology CoverageCan wireless help?QualitySecond line required for pure voice connection at appx $40/line/monthSecuritySufficient bandwidth calculated to the volume of forecasted volume
12 Two Corporate Travel Industry Trends Affecting IEEE As the globalization trend accelerates, partnerships and sharing of data & calls, applications and information will become even more critical and call for global solutionsTravel 2.0 – personalization, contextual relevancePlanes, Trains and Automobiles came out 20 years ago. Many of the challenges we as travelers face today haven’t changed. But let’s fast forward to 2007: What happens now when you’re in that same situation? The last flight of the day is canceled, in a city far from home? Aside from the fact that few of us in this room would be running to a pay phone, let’s see how much our world has changed…Mobile Access commercialThe challenges haven’t changed but it’s amazing to think about how much technology has. Now, we can give you instant access to find a hotel room – real time, last minute with live information sent direct to a web-enabled cell phone or wireless device. Our customers tell us this is a great tool that allows them to control their travel experience.We call this mobile access – it’s part of OrbitzTLC. Our umbrella of services that include proactive traveler notifications – we’ve sent more than 80 million since 2003.-7 out of 10 customers choose a cell phone as their preferred method of communication.But it’s our society, and travelers as a whole that have come to rely on this type of wireless technology in our day-to-day live, and business travels.Travel in 1987Travel 2.0 in 2007
13 OrbitzTLC Mobile Access SMOrbitzTLC Mobile AccessImplemented on Orbitz for Business in March 2007Check itineraries, flight status and last-minute hotel availability from any wireless device/Web-enabled cell phoneFirst introduced on Orbitz.com in August 2006We call this mobile access – it’s part of OrbitzTLC. Our umbrella of services that include proactive traveler notifications – we’ve sent more than 80 million since 2003.-7 out of 10 customers choose a cell phone as their preferred method of communication.Just launched on OfB in 2007.But it’s our society, and travelers as a whole that have come to rely on this type of wireless technology in our day-to-day live, and business travels.
14 Travel 2.0 - Reliance on Wireless Communications Mobile TechnologyOrbitzTLC AlertsMore than 80 million alerts since 20036 out of 10 travelers give us cell phone numbers
15 The Future of Corporate Travel and Technology At-Home Agent Programs and Virtual Call CentersGlobally-enabled solutions in a wired and wireless environmentTravel 2.0 and telecommunication-enabled innovation