SAN DIEGO -- Egencia®, the business travel company of Expedia, Inc. (NASDAQ: EXPE), today at the GBTA 2013 Convention introduced its Intelligent Service Platform™, a new initiative aimed at smartly infusing technology into how Egencia delivers customer service to corporate travelers in North America.

"Unlike many of our competitors, we own our own technology," says Mark Hollyhead, Egencia's senior vice president, Americas. "By integrating our global technology platform with service, we are modernizing the way we engage with travelers to create a more intelligent and consumer-oriented offering."

Faster, Personal, Smarter Service
Egencia will utilize contextual interactive voice response (IVR) to match a caller's phone number and ID with what is in the traveler's Egencia profile to expedite service. Upon calling Egencia, a traveler will be prompted to select the current or future trip s/he is requesting agent-assistance with.

With Enhanced IVR technology, Egencia Travel Consultants will automatically know who they are speaking with and have immediate desktop access to the trip itinerary that the traveler is calling about. During heavy call periods, the traveler may also request a call-back versus waiting on hold for a travel consultant.

"Business travelers' time is precious - especially when on the road," adds Hollyhead. "Egencia's Intelligent Service Platform initiative is our commitment to making travelers' lives as easy and as productive as possible, whether they are currently on a business trip or planning the next."

Mobile Service at Your Fingertips
Egencia® AssistMe, accessible throughout Egencia's new iPhone app, Egencia® TripNavigator, gives business travelers access to agent-assistance how they want it, and when they need it via their mobile phone.

Egencia TripNavigator, which was previewed on August 1, optimizes the in-trip experience for users providing step-by-step navigation and access to Egencia Travel Consultants via smart-flow technology.

Egencia AssistMe, which offers the same features as Egencia's Enhanced IVR, will be rolled out in both the U.S. and Canada in the fall and integrated into Egencia's online booking tool in the year ahead.