Call Centre Agent Platform

Sales & servicing platform for call centre agents

xRezAgent is a dynamic packaging sales and servicing tool for travel industry professionals and power users including: call/contact centre agents; travel councilors; travel agency and airline employees.  Its rich, web based GUI front end supports bookings (packaged or component based) from sale through to modifications, cancellation, disruption, post travel and accounting.

Key features:

  • Supports Call Centre Sales
  • Supports Call Centre Servicing
  • All Types of Transport & Ground products
  • Cross & Up Sell
  • Date change, name change, passenger detail changes
  • Rules based automated changes where possible, manual procedures where necessary
  • Full history of all changes to component & agent level
  • Disruption Handling
  • Search and sort and queues
  • Configurable agent roles and authorisation levels
  • Advanced search – any product, location, date range or remark type
  • Manual pricing overrides, manual and cash payment processing
  • Back office and data warehouse XML feeds
  • Based on Business Rules engine

Support Agent Selling

xRezAgent supports new sales, cross selling (adding components), and rebooking functions which are integrated with xRez online sales engine. This allows Agents to reuse the same product content, business rules and availability screens as the customer system. However, the Agents remain in control of the sales process using the working itinerary model.

Agent Directed Process Flow

Agents have complete control of the order of booking, rebooking or cancellation operations. They can make multiple cumulative changes and commit or cancel in one transaction. Cancelled and modified components remain visible, in “pending” mode, until commit, and then remain available in history for the lifetime of the Super PNR.

Architecture

xRezAgent is a web based application and an extension of the xRez platform. It is built on the same core technology:

  • Container neutral servlet/XSL/struts based presentation layer
  • XML web services
  • XML based business rules engine and connectivity middleware – xDistributor

xRezAgent is part of OpenJaw’s end-to-end XML product suite for travel distribution. It fully leverages the capabilities of the latest Java, XML and Web Services technologies.Our travel software architecture is highly scalable and fault tolerant and can be deployed on Windows, Linux, Unix or Solaris.