Press Release
AMGiNE and Front Expand Partnership to the UK; Technology Integration Transforms the Travel Booking Experience for TMCs
Completed technology integration between the two platforms enables corporate agents to service phone and email travel requests and generate trip proposals in real-time in Front
TORONTO and SAN FRANCISCO - June 20, 2024

AMGiNE, provider of the leading AI automation platform for managed business travel, and modern customer service platform, Front, have expanded their partnership to service travel management companies (TMCs) in the UK now that AMGiNE is GDPR compliant. The companies also announced today the completion of their technology integration, which delivers feature-rich capabilities that make it easier for corporate travel agencies to service multiple booking channels and achieve significant agent efficiencies.

Front and AMGiNE both serve the needs of travel agents that handle corporate travel bookings over email. Front's customer service platform is used by over 100 global TMCs - including Reed & Mackay, Options Travel, Cain Travel, Executive Travel, and Good Travel Management - to solve email management and workflow automation challenges such as agent collisions, slow response times, missed messages, and duplicate replies. TMCs rely on AMGINE and benefit from its use of artificial intelligence (AI) and email automation to pre-process emailed travel requests and route GDS search results to agents or directly to a traveler via its automated booking tool.

Technology Integration Streamlines How Emailed Travel Requests are Handled
Following a technology integration between AMGiNE and Front, the way TMC agents process travel requests is now significantly streamlined. Historically, emailed travel requests are delivered to a shared email inbox and agents select the emails they will tackle. They then undertake a manual search and extract travel booking data from the GDS. Fast forward to today, with the completed technology integration between the two platforms, the entire travel booking process is automated. Push notifications are sent to an agent, alerting them that a request is ready to be serviced. Then, all the manual effort previously required by an agent to read an email, search for content in the GDS, and cut and paste selections into an email is fully automated.

The Front workflow seamlessly routes emailed requests to different groups of agents using structured notifications. AMGiNE then monitors incoming travel requests via webhooks and uses the Front API to automate actions. For example, if AMGiNE detects an in-scope travel request email, the application will either assign emails to an agent or automatically initiate a GDS search and return results to the agent or directly to the traveler with recommendations that they can then shop.

Agents are also able to submit rapid itinerary requests connected to a specific corporate account and traveler in Front. In real-time, with an agent on the phone servicing a traveler booking request, AMGiNE returns content instantly and allows the agent to select flights and proceed to booking, or send the selected options to the traveler. A webform powered by AMGiNE is now also available to the agent while they are servicing a travel request. This enables the agent to do a GDS search according to policy and traveler profile information, and generate responses to the traveler instantly, including via email.

“Front offers best-in-class inbox workflow management and customer service capabilities for TMCs and we intend to continue to grow our joint list of customers here in North America and now in the UK market,” says Greg Apple, CEO of AMGiNE.

When combined with Front’s customer service SLAs and processing metrics, AMGiNE’s ability to parse emails and orchestrate with other systems like the GDS gives TMCs far greater insight into inbound requests. Plus, with AMGiNE’s new automated classification capabilities, TMCs now also gain insights into the types of emails routed through Front to agents. AMGiNE identifies all incoming emails and classifies the type of request – including invoice requests, change requests, or initial booking requests – and intelligently routes it through Front via a queue to a specific group of agents to service.

“Front is deepening our investment in the corporate travel management industry. Our expanded partnership with AMGiNE adds even more efficiency to the travel planning experience for our current and future customers,” says Craig Klemp, VP of Partnerships and Global Business Development at Front. “AMGiNE and Front’s integration will offer best-in-class efficiency gains for TMCs looking to streamline their serviceability in their offline channels.”

Industry-leading TMCs to benefit from the expanded partnership between AMGiNE and Front
Several TMCs that are currently rolling out AMGiNE and Front share their perspectives on the integration between the two platforms:

“Adding AMGiNE to our Front platform is going to drive significantly more efficiency into our customer support teams,” said Michael Cain, President of Cain Travel. “AMGiNE’s ability to seamlessly integrate with our agents’ Front mailboxes, and its direct integration with our meeting tools, promise to reduce a large amount of our booking workload, enhance the response time of our travel consultants, and position our team to leverage the AI tools in both Front and AMGiNE to deliver a smarter travel experience to our clients.”

“AMGiNE and Front bridge the gap between theory and execution,” said Josh Cameron, Chief Strategy Officer at Christopherson Business Travel. “Christopherson loves how forward thinking both companies are at immediately pairing GDS technology with operational systems. With both of them, the future is now.”

“Working with Amgine is eye-opening and presents National Travel a roadmap to the future,” said Joe Lambert, VP of Finance and Director of IT at National Travel. “Their innovative and creative thinking has opened up a new gateway to enhanced productivity and customer satisfaction.”

About AMGiNE
AMGiNE is a next generation AI Automation Platform designed specifically for travel management companies (TMCs). Through its API-first capabilities, AMGiNE automates travel requests and streamlines serviceability for TMCs across online and offline booking channels. AMGiNE has 25 issued and allowed patents and is constantly exploring new use cases to service for its TMC partners. Additional information is available at amgine.ai.

About Front
Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life. https://front.com/

Media Contacts:
Tonja Aldis
Boulevard Public Relations (for AMGiNE)
tonja@boulevardpr.com

Jane Chong
Front
jane.chong@front.com


AMGiNE Partners with Cvent to Automate and Streamline the Group Air Booking Process for TMCs
Travelers will receive a response within minutes of completing an event registration with full shopping capability sourced from the TMC
TORONTO - June 11, 2024

AMGiNE, provider of the leading AI automation platform for managed business travel, today announced a partnership with industry-leading meetings, events, and hospitality technology provider, Cvent. Through this partnership, a technology integration is underway between Cvent and AMGiNE that will automate and streamline the Group Air booking process for Travel Management Companies (TMCs).

“Cvent is the leading event technology platform and many of our TMC partners use Cvent to manage their events. However, one of the most repeated requests we receive is to help them automate the manual processing of Group Air requests that are exported into spreadsheets once travelers register for a group meeting or event,” said Greg Apple, CEO of AMGiNE. “We know how tedious it can be for corporate agents to sift through hundreds or thousands of rows of a spreadsheet for just one event. As a leader in AI automation for the corporate travel industry, we are confident in the tremendous value we can provide not only to our current TMC partners who use Cvent, but to the 1,500+ TMCs of all sizes that we don’t currently service today.”

AMGiNE Boosts Agent Efficiency for Group Air Bookings
Currently, preparing an initial quote can take TMC agents more than 5 minutes for each group traveler. This inefficient process begins when travelers register for an event and their registration is exported to an Excel spreadsheet, which an agent then uses to manually create PNRs and/or proposed itineraries for each traveler.

The integration between Cvent and AMGiNE is expected to boost agent efficiency by up to 3x by eliminating the manual export of requests and reducing processing time. AMGiNE’s APIs respond to a registration request within 15 seconds of receipt, pulling data from the traveler’s registration form and automatically generating a trip proposal according to the TMC’s specifications. If desired by a TMC, AMGiNE can route requests to an agent for additional oversight before sending to the traveler.

Travelers also benefit from this integration as they will receive trip proposals, including flight options and seat maps, within minutes of registering for a meeting or event. Travelers can self-select the flights they want to take, while ensuring options selected are aligned with corporate travel policies. Travelers will also be able to request agent assistance if required.

“Cvent has a long history of driving innovation and enabling greater efficiency across the meetings and events industry. We’re proud to partner with AMGiNE to improve the group air booking process and address a key pain point for our TMC customers,” said Mike Tenholder, Head of Alliance Partnerships at Cvent. “Group Air bookings are repetitive and very time-consuming for agents. With AMGiNE automating bulk reservations, all the manual effort is removed, enabling agents to prioritize servicing their corporate customers.”

AMGiNE Becomes a Cvent Alliance Partner
As a Cvent Alliance Partner, the AMGiNE app and integration that enables Group Air bookings is now available for download by TMCs from the Cvent App Marketplace. TMCs that want to benefit from automated Group Air Bookings must be an AMGiNE partner to ensure the AI platform has access to the TMC’s GDS content and policies. TMCs can sign up here to become an AMGiNE partner.

AMGiNE is showcasing its Group Air booking solution at Cvent’s customer and industry conference, Cvent CONNECT, going on now through June 13 in San Antonio, TX.

About AMGiNE
AMGiNE is a next generation AI Automation Platform designed specifically for travel management companies (TMCs). Through its API-first capabilities, AMGiNE automates travel requests and streamlines serviceability for TMCs across online and offline booking channels. AMGiNE has 25 issued and allowed patents and is constantly exploring new use cases to service for its TMC partners. Additional information is available at amgine.ai.

Media Contact:
Tonja Aldis
Boulevard Public Relations (for AMGiNE)
tonja@boulevardpr.com


AMGiNE Appoints Terry Jones as Chairman of the Board, Adds Ellen Keszler as New Director
TORONTO - May 30, 2024

AMGiNE, provider of the leading AI automation platform for managed business travel, today announced that Terrell (Terry) Jones has been appointed as Chairman of the Board, effective immediately. Terry succeeds Stephen Burke, who served as Board Chair since 2019. AMGiNE has also bolstered its Board of Directors with the addition of travel industry veteran Ellen Keszler.

“Since joining the Board in 2022, Terry has played a critical role in helping to set the direction for the company. He has also been a close mentor and advisor to Greg Apple following his appointment as CEO late last year,” said Burke, who will remain on the AMGiNE Board. “I believe the timing could not be better for Terry to assume the role of Board Chair.” 

Terry is a 30-year veteran in travel and technology. He had a very successful 24-year career at American Airlines, where he spent his later years as CIO. He then founded Travelocity and took it public, growing the business to $1.3B in annual revenue. Terry also co-founded and was Chairman of Kayak.com, which was acquired by Booking.com for $1.8B. Terry has served on over 20 Boards, is a speaker at global events, and has authored books on innovation and digital disruption.

“After serving as an AMGiNE advisor and Board member, I can confidently say that the company is incredibly well positioned to become the leader in AI automation for the corporate travel Industry,” said Jones. “AMGINE’s proprietary technology decreases operational costs while streamlining serviceability across several booking channels for travel management companies (TMCs). Our partnerships and deployments with many of the world’s largest TMCs are proving daily that our next generation AI Automation platform is addressing an important need in managed business travel.”

AMGiNE is also bolstering its Board of Directors with the appointment of Ellen Keszler, who has a wealth of travel industry experience. Ellen spent 13 years at Sabre where she held the roles of President of online booking tool GetThere and President of Travelocity Business. She has also served on 11 travel-related boards including Extended Stay America, Travel and Transport (acquired by CTM), and most recently CWT, which is now being acquired by AmEx GBT.

“AMGiNE has built the deep integrations required to service this complex and demanding Industry. The market forces are now ideal for TMCs to implement the company’s next generation AI automation platform,” said Keszler. “I am thrilled to be part of this innovative team.”

“We are very pleased to be adding Ellen to our board,” said Jones. “Her experience in business travel, and especially her roles with GetThere and several global TMCs, will serve AMGiNE very well.”

The Board also acknowledge Stephen Burke for his leadership as Chairman of the Board for the past several years. During his Board tenure, he led AMGiNE through a transformation that has positioned the company for its next phase of market expansion and monetization. The Board also extends its gratitude to Vincent Win, who is moving from the role of Director to Board Observer.



About AMGiNE
AMGiNE is a next generation AI Automation Platform designed specifically for travel management companies. Through its API-first capabilities, AMGiNE automates travel requests and streamlines serviceability for TMCs across online and offline booking channels. AMGiNE has 25 issued and allowed patents and is constantly exploring new use cases to service for its TMC partners. Additional information is available at amgine.ai.

Media Contact:
Tonja Aldis
Boulevard Public Relations (for AMGiNE)
tonja@boulevardpr.com