US Airways - October 2012 - (Page 12)

embark Making It Happen behind the Scenes of Your Flight Call US US Airways’ Interactive Voice Response system makes all your travel smoother. by tara titcombe understands freely spoken requests (in English and Spanish) and responds appropriately, making your call like a natural conversation. Currently, callers can retrieve their reservations, access flight information, update Dividend Miles account information, track baggage, check a refund status, change seat assignments, and receive answers to policy questions. The IVR aims to shorten your call time with a reservations agent by asking questions and then transferring your information to an agent. With your information at their fingertips, agents are able to quickly assist you. Dividend Miles members receive even further personalized attention. Members are identified by their phone number and greeted by name. The IVR proactively provides information about their upcoming trips and anticipates the reason for their call to further speed up the interaction. And early next year, you’ll have the opportunity to create a Dividend Miles profile through the system. The ability to quickly assist with most travel needs is exactly what US Airways had in mind when the system was launched. “We wanted to put more control into the hands of our customers,” Lindemann says. “We built this system with the best customer service experience in mind.” To learn more about the IVR, visit /getdialedin illustration by dieter braun ★ US Airways’ new, industry-leading Interactive Voice Response (IVR) system helps you get the information you need quickly and easily. A team of more than 100 employees worked for a year to make the system a success. It now assists an average of 50,000 callers to the airline each day. Tim Lindemann, Vice President of Reservations and Customer Planning, explains that the IVR was developed through a joint venture between US Airways and Nuance, an award-winning communications technology company and a leader in natural-language tools. The customer-friendly IVR IVR BY THE NUMBERS 1.45 million average monthly calls 5 reservation centers (Reno, Phoenix, and Winston-Salem for domestic calls and Liverpool and Tel Aviv for international calls) 1,755 number of call center employees 12 october 2012

Table of Contents for the Digital Edition of US Airways - October 2012

US Airways - October 2012
Table of Contents
CEO Letter
From the Editor
Did You Know?
Making It Happen
Hot Spots: Amusement Parks
Wine & Dine: San Diego
Wine & Dine: Nashville
Adventure: Paragliding
Great Escapes: Ireland
Great Escapes: Bernardus Lodge & Winery
Gear Up: Tech for Eyes and Ears
The Color of Money: Rio de Janeiro
Pink & Proud: National Breast Cancer Awareness Month
Great Tastes: Molyvos and the Russian Tea Room
University Spotlight: Hollins University
Celebrate Winston-Salem, N.C.
Must Read: The Man Who Changed the Way We Eat
Readers Resource Index
Your US Airways Guide
Video Entertainment
Audio Entertainment
U.S. and Caribbean Service Map
International Service Map
Airport Terminal Maps
US Airways Fleet/Customs & Immigration
Passenger Info/Contact US Airways
US Airways MarketPlace®
Window or Aisle?

US Airways - October 2012