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| November 15, 2005 | Press Release |
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| Red Lion Hotels to Deploy Voxify Automated Agents |
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| Portfolio Company: Voxify |
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Conversational Voice Response system enhances customer service and improves efficiency during hotelier’s rapid growth
Alameda, CA — Voxify, the first company to create Automated Agents® for call centers with the conversational skills to handle advanced customer service calls, today announced that Voxify Automated Agents will soon begin handling contact center calls for Red Lion Hotels, the flagship hotel brand for Red Lion Hotel Corporation (NYSE: RLH).
As part of a company-wide program to improve customer satisfaction and provide faster access to information, Voxify Automated Agents will answer all incoming calls to the Red Lion contact centers and then route them to the appropriate agent, either another Automated Agent or a live agent. Besides greeting callers, Voxify Automated Agents will be tasked with duties including helping callers shop for room rates, confirming or canceling reservations and making new reservations. Voxify Automated Agents will also service members of GuestAwards®, Red Lion’s Loyalty program, along with helping callers find the Red Lion Hotel nearest to them. The decision to automate contact center calls coincides with an aggressive expansion by Red Lion, as the hotelier recently announced plans to expand to 100 markets in the next five years. With their signature “Stay Comfortable” rooms, the chain currently has more than 50 hotel locations in 11 states.
“Our goal at Red Lion is simple – to provide guests with the prompt, consistent, genuine service for which Red Lion is known,” said, Barry Hughes, VP of Marketing and Distribution for Red Lion. “Voxify provides the only speech solution that fits our standards of excellence with a speedy deployment, impressive ROI and, most importantly, outstanding service to our customers.”
Voxify has a track record of providing high quality, proven speech solutions in the hospitality industry, including award-winning Automated Agents for Wyndham International, along with new-revenue producing results for World Choice Travel, a division of Travelocity.
“In the past, hotel chains have been apprehensive about deploying speech applications in call centers because of the complexity of calls and the high levels of service that travelers have come to expect,” said Adeeb Shanaa, CEO of Voxify. “With Voxify Automated Agents, hoteliers like Red Lion finally have a chance to enjoy all the benefits of a conversational speech system while maintaining the consistent, prompt service they are known for.”
About Voxify
Voxify is the first company to create automated call center agents with the conversational skills to handle advanced customer service calls. Powered by the company's patented Voxify Conversation Engine™, Voxify Automated Agents® model the intelligence and personality of a trained live agent, allowing them to engage callers in sophisticated dialogue to perform advanced customer service functions, such as reservations, call routing, and account requests. Voxify Automated Agents are taking calls today for market leaders such as Continental Airlines, Wyndham International and Hammacher Schlemmer, helping them to be more responsive to their customers while delivering new services, closing more sales, and handling unplanned call volumes without hiring additional staff. Voxify, headquartered in Alameda, CA was founded by MIT technologists and enterprise software veterans. For more information, call 510 545 5000 or visit www.voxify.com.
About Red Lion Hotels Corporation
Red Lion Hotels Corporation (NYSE: RLH) is a hospitality and leisure company primarily engaged in the ownership, management, development and franchising of upper mid-scale, full service hotels under its Red Lion® brand. The RLH hotel network is comprised of over 66 hotels located in 11 states and one Canadian province, with more than 11,600 rooms and 564,000 square feet of meeting space. The company also operates an entertainment and event ticket distribution business and a real estate business that develops, manages and brokers sales and leases of commercial real estate. The company is headquartered in Spokane, WA. For more information, please visit our website at www.redlion.com.
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