GDSs, Tech Cos. Focus On Web-Enabling Agency Tools

<B>GDSs, Tech Cos. Focus On Web-Enabling Agency Tools</B>

By Megan Hjermstad

The global distribution systems and third-party technology companies have been focusing significant resources on improving efficiency for travel agents through a new crop of Internet-enabled tools.

Sabre this month released its new Web-centric offering called eVoya, which enables agents to access the Sabre system using a browser-based desktop accessible over any IP network.

"What is new is all the desktop software is now graphical and available over the Internet," said Brian Houser, vice president of customer solutions marketing for Sabre. "With eVoya, we've taken the best of breed, and brought it all together in one browser-based system for the agent."

According to Houser, Sabre has 7,400 users of Sabre Net Platform a browser-based Java solution for smaller agencies and remote agents released more than a year and a half ago. Sabre has created Web-based versions of its other agent programs--Planet Sabre and Turbo Sabre--that previously resided locally on the hard drive. Agents now can access Sabre information anytime, anywhere using a standard Web browser and a high-speed Internet connection.

Low-cost Internet connections, via a DSL line or a National Service Provider solution that Sabre promises to offer by third quarter this year, can drive down costs for the agency and the corporation. "If agencies can lower operating costs, it's better for everyone," said Houser.

The Web-based system also enables software upgrades and information transfer in real time. "Moving from locally stored software to a Web-enabled browser helps get rich content on the desktop more quickly.

Previously, a customer had to wait for Sabre to physically deliver its software, which the user then had to manually load.

"Imagine how nice it would be if every time you turn on the machine the upgrade is there," said Houser. "This helps get enhancements out to customers more quickly in a Web-based world."

Another value of the system is that the AgentExplorer Internet site seamlessly integrates content from the Sabre system and the Internet into a single PNR. "The key piece of value is that link to the GDS," said Houser. "It's all integrated on one itinerary."

Dan Bohan, COO of Omega World Travel, said now that Sabre is independent it has been much more responsive to agency needs. But Worldspan, Bohan said, has been the most aggressive deploying agent technology--mostly in the middle and back end. "There are a lot of people playing in this space and a high amount of activity," said Bohan. "We're looking forward to vendors doing a lot in this area."

Worldspan this month launched its Integrated Hotel Source Availability, becoming the first GDS to provide travel agents with real-time availability status directly from a participating supplier's internal reservation system. As a result of the new functionality, agents no longer will experience lag between the time reservations are made and the time hotel companies store new information in the GDS. Marriott International will be the first participant in the program, providing seamless real-time availability information for all Marriott properties.

Galileo International by the end of the summer will offer connected agents the ability to access the more than 11,000 hotels worldwide in the WorldRes.com network. Agents will be able to view and book the inventory through Viewpoint, Galileo's Internet portal product. Galileo is working to incorporate bookings from WorldRes.com into a single itinerary.

Meanwhile, technology companies also are attempting to create seamless connectivity through the Internet and provide Internet fare information to agents.

TRX Technology Services earlier this year released a new and improved version of CRS Screen Highlighter, which works across the Web to allow workstations to talk to each other. "Before you were relying on the GDS, you had to load a contract into the GDS, train agents, and get it communicated, which could take a long time. Now, if you build one highlighter it can be pushed out to all other workstations," said Steve Reynolds, TRX general manager. "It offers much better control."

Meanwhile, TRX still is pursuing a solution to the Internet fare problem that plagues travel managers. "We're still working to bridge the gap between Internet fares and the GDSs," said Reynolds. "Internet fares are causing travel managers a lot of frustration. Either travelers can go off and search the Web to find alternative rates, or the agent can tell travelers about them."

Currently, an Internet search requires a separate step, which Reynolds said benefits the GDSs. "In an ideal world, there would be an integrated Internet power find, but the GDSs will never do that," said Reynolds.

However, travel management companies said they don't necessarily need to integrate Internet fares because they are too restrictive for business travelers. "We do have capabilities to put the Internet in agents' hands to see if it offers opportunities for lower costs," said Neville Teagardin, CIO of Navigant. "We have rolled it out, but most clients have been satisfied with what the GDSs have been providing. Internet fares tend to be sort of inflexible for business purposes."

Omega World Travel's Bohan agreed: "Most Internet fares don't apply to our travelers. From a business traveler standpoint, it is not an issue because most corporate clients have negotiated fares."

Omega agents have access to a listing of all Internet fares, but those fares are not integrated into the GDS.

"At this point, what we're really focusing on is a very streamlined process, having the GDS solution synch with the online booking tool," said Teagardin.

Reynolds said the industry is looking for an agent application that, like online booking tools used by travelers, provides access to corporate negotiated rates. "Supplier direct deals cause frustration on the agency side, because it is seamless to travelers," said Reynolds. "What we're seeing is the need for a supplier direct system for the agency to be able to fulfill transactions when a traveler calls to change a reservation and talk to an agent. We need to be able to create that kind of agent version of a corporate booking application on the Web."

Bohan said that the availability of a complementary agent tool is behind schedule. "I think the people who marketed the online product would think about the agent needs faster," he said. "It would be nice if it happened all in one pipe.