Avoya Travel recently launched new communication technology, named Avoya Conversations. The new tech offers independent agencies in the Avoya Network the option to communicate with customers via text message through an easy-to-use system that is integrated into Agent Power, Avoya’s patented SaaS technology. The initial rollout of the new technology will offer text messaging, while future phases will include various fully integrated communication options, such as live chat, third-party apps like WhatsApp and more.
Avoya Conversations is designed to be a traveler-centric service aimed at offering communication options based on each traveler’s individual communication preferences (e.g. text, email, phone, etc.). The integration of the technology into Avoya’s platform allows for real-time communication through the Agent Power CRM, where travelers and agencies can connect directly. With Avoya Conversations, advisors have the ability to communicate from one interface on any device of their choosing (e.g. computer, phone or tablet) and the conversations between the independent agency and the client are tied to the traveler record in Agent Power, creating efficiencies for the Avoya Network and even more personalized service for travelers.
By fully integrating the new technology into Avoya’s platform, agencies will have access to complete communication history with customers and have the ability to document a customer’s record or specific trips with the communications that take place in Avoya Conversations.
Avoya says it is already receiving positive feedback from the agencies that have used the new technology during its beta phase and have already attributed new sales to the new technology. “Clients expect a fast response to their needs and Avoya Conversations gives me another resource to meet that expectation,” said Kevin Vance, Owner of Vance World Travel, a member of the Avoya Network. “This new system gives me the opportunity to review all incoming communications quickly and all the information I need, including contact info, is right there on the conversation screen.”
Avoya Conversations is planned to move out of beta testing and rolled out to the entire Avoya Network by the end of the first quarter of 2021.