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Low airfares for customers. High-quality customer service from travel agencies. Once, these objectives seemed mutually exclusive. But AgentWare's Web services-based solutions are helping travel agencies bridge the gap. AgentWare gives travel agencies the ability quickly and easily obtain real-time, panoramic views of fare and schedule information from a single Web interface.
To proactively monitor and manage its subscription-based solution, AgentWare uses AmberPoint's Service Level Manager, which is designed specifically to bring comprehensive service-level management to Web services systems. As a result, AgentWare has been able to exceed customer service expectations, mitigate problems before they can impact business, and develop new revenue opportunities.
Turbulence in the Travel Industry
Not long ago, travel agents obtained all the flight and fare information they needed through Global Distribution Systems (GDSs), such as Sabre, Galileo, WorldSpan, and Amadeus. However, as new, low-cost carriers emerged, such as JetBlue Airways and Southwest Airlines, it became imperative for agencies to include these airlines in their searches as well.
Unfortunately, these airlines do not participate in the GDSs, requiring instead that travel agents go to their individual Web sites. Travel agencies found themselves doing manual searches through multiple Web sites to find the best fares for their cost-conscious customers--hardly a recipe for efficiency.
AgentWare solved the problem by enabling travel agents to use a single Web interface to access fare and schedule information...
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