Posted August 1, 2013

Egencia Rebuilding Mobile App

Egencia expects this fall to provide an iOS app called TripNavigator that will replace Egencia Mobile and features step-by-step trip navigation and integrated access to travel counselors. An Android version will follow early next year, according to the company.

The firm has particular pride for the user interface design, which it described as "stunning." Egencia noted the app "proactively delivers information based on a traveler's trip timeline." This step-by-step guidance is not unlike driving directions produced by a GPS device, offering "an interactive view of trip events, listing the specific next logical action a traveler should take—for example, checking in for a flight or hotel," according to Egencia. Functionality includes flight exchanges, cancellation notifications and event alerts.

The app also "integrates customer service" in a new way using a "call back" option—to be available this fall in North America and labeled AssistMe—in which agents review details about a traveler seeking help before contacting him or her. The traveler's name, company, role and itinerary pop up for the agent, enabling "faster, more knowledgeable service to corporate travelers," according to Egencia. The app indicates for the traveler an estimated wait time for the agent’s call.

Real estate services firm Colliers International "will be early adopters of the new Egencia TripNavigator app," according to its procurement director.

Meanwhile, the AssistMe feature is part of Egencia's Intelligent Service Platform, which the company also announced as the basis for new "contextual interactive voice response" for phone calls and, later, in the online booking tool.

"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," according to the company. "During heavy call periods, the traveler may also request a call back versus waiting on hold for a travel consultant."

Posted by: Jay Campbell | More by Jay Campbell

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