Early in 2002, Orbitz, the leading travel Website with the most low-fares, opened an RFP to re-evaluate how they were handling calls to their customer service center and managing their customer care flight notification service. At the conclusion of the RFP process, Orbitz chose to work with Tellme to build, design and deploy these customer applications.

For Orbitz, Tellme's network-based approach provided a more flexible infrastructure and simplified remote application management, compared to their previous on-premise IVR solution. Knowing Tellme's professional services team could consult with Orbitz's VoiceXML team on design and UI for the life of their applications helped make their decision.

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In just over 2 months, Orbitz launched its customer care flight notification service. A month later, Orbitz introduced a branded, automated phone experience for customer service that was on time, on budget and double the expected automation level.

Now the Orbitz team can manage both applications from Tellme's extranet, change the applications with simple Web-based VoiceXML, and quickly adjust the audio feel of the applications. “Additionally, Tellme hit a great technical milestone with the Orbitz deployment, as this was one of the most advanced implementations of Tellme's Cisco CTI, enabling advanced call routing and data transfer to agents efficiently and reliably, but also being able to improve the overall customer experience for Orbitz callers,” said Lisa McLafferty, Director, CRM & Database Marketing, Orbitz.

Orbitz partnered with Tellme to simplify the management of their phone services while simultaneously lowering costs associated with teleservices. They were able to achieve both in just a few months. Tellme is excited to have been a part of Orbitz's innovation in customer service and customer care.

Orbitz Customer Service application, call: 1-888-656-4546