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Travel Outlook partners with Thrio to advance the travel industry customer service experience
Thursday, 7th September 2023
Source : Travel Outlook

With Thrio’s revolutionary cloud contact center technology, Travel Outlook is taking consumer reservations and customer service to the next level.

Travel Outlook, The Premier Hotel Call Center™, is pleased to announce a partnership with Thrio, a revolutionary contact center platform that’s making waves in the customer service industry.

As the first and only call center certified by the Kennedy Training Network (KTN), Travel Outlook uses a unique, industry-leading sales approach developed exclusively by KTN to train their reservations specialists.

With the KTN system, Travel Outlook closes up to 70% of the qualified reservation calls received, making Travel Outlook the premier Hotel Call Center. With the addition of Thrio, Travel Outlook now utilizes Thrio’s Cloud Native CCaaS Technology to deliver unapparelled digital and voice customer service.

Thrio’s cloud native contact center technology provides dynamic automated and on-demand capabilities that allow Travel Outlook call center agents to meet customers where they want to interact and seamlessly transition conversations from SMS, Chat, or email to the voice channel without forcing the customer to start over.

“With Thrio’s award-winning CCaaS Technology, Travel Outlook is well positioned to outperform BPOs utilizing legacy cloud contact center technology providers and, thus, stand out from the competition. Thrio is thrilled to have been selected and we are excited about working with Travel Outlook to realize their strategic direction and modernization of their customer care technology capabilities,” Lance Fried, Chief Marketing Officer at Thrio.

Travel Outlook is adding Thrio’s groundbreaking technology to its innovative guest-led conversational AI tool Annette, the Virtual Hotel Agent™. Annette offers best-in-class caller engagement, unrivaled flexibility for callers, and provides an engaging, on-brand experience. Annette’s technology allows customers to lead the conversation, creating natural, human-like interactions and affordably answering 60 to 70% of the calls for the front desk team.

Travel Outlook “The Thrio contact center platform is an integral part of Travel Outlook’s success in providing a robust and full-featured contact center environment. Its intuitive design and ease of use combined with the state-of-the-art telephony architecture allows us the freedom to build complex and customized campaigns to ensure the best possible customer experience.” Brett Puffenberger, Vice-President of Operations at Travel Outlook.

Travel Outlook works with the largest names in the hospitality industry. Our award-winning Reservations Specialists now have the best available technology to boost reservations and increase revenue for our clients.

For additional information on Travel Outlook, The Premier Hotel Call Center™
John Smallwood, President, jsmallwood@traveloutlook.com, Mobile 505-470-3241

About Travel Outlook The Premier Hotel Call Center™
Given its progressive approach to the voice channel – in terms of performance, training, transparency, testing and the tools used to measure performance – Travel Outlook, The Premier Hotel Call Center™ is the leading voice reservations team in hospitality. Travel Outlook's valued client list includes Viceroy Hotel Group, Curator Hotels and Resorts, Outrigger, KSL Resorts, Proper Hospitality Group, Atlantis, The Irvine Company, Catalina Island, and many others. Travel Outlook's team and approach increases sales conversion and helps to create more effective voice communication between hotels and their guests, resulting in improved social scores in addition to increased voice channel revenue. For more information, visit www.traveloutlook.com.

About Annette, The Virtual Hotel Agent™
Annette is a guest-led conversational AI assistant designed specifically for the hospitality industry. Annette has been programmed using a breakthrough approach to conversational AI, using natural language understanding software built from human conversations. Using social media, chat forums, and movie dialogue, Annette learns from billions of casual human conversations to understand human inflections and multi-turn queries. This revolutionary approach means Annette understands callers no matter what they say, when they say it, or how they speak. Annette can answer FAQs specific to your property, understand multiple languages, route calls, send follow up texts, and more.

About Thrio, Inc.
For businesses who want to meet customers on their terms, the solution lives within Thrio. Our flexible, scalable AI-powered contact center platform paves the way for friction-free sales and service. Powerful automations make agents’ jobs easier and quicker, with more personalized service for every customer. Thrio helps enterprises stay at the heart of the right conversations and the right experiences, every time.

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