CELLIT Technologies Makes Travel Reservations a Breeze For Air Jamaica Vacations

Premier Vacation Provider Handles 50% More Calls Daily;

Acquires and Maintains Satisfied Customers with CELLIT ContactPro(TM)



Apr 17, 2001, 01:00 ET from CELLIT, Inc.

    MIAMI, April 17 /PRNewswire/ -- CELLIT Technologies, the leading provider
 of comprehensive customer interaction management (CIM) solutions, announced
 that Air Jamaica Vacations, the premier source for vacation packages to the
 Caribbean, has implemented CELLIT's award-winning ContactPro.
     A strong believer in well-trained customer service representatives, Air
 Jamaica Vacations invests in sending all representatives to the Caribbean for
 detailed familiarization of each destination and hotel in its program.  This
 first-hand knowledge makes them better able to serve customers and tailor
 packages to a client's vacation needs.  CELLIT ContactPro enables Air Jamaica
 Vacations to put that investment to work in real-time by routing more than
 6,000 customer calls daily -- a 50% increase in volume over its previous PBX-
 based legacy system -- to the most knowledgeable agent.  ContactPro addresses
 Air Jamaica Vacations' challenges for delivering superior customer service and
 provides additional functionality at significant initial and long-term
 savings.
     "The returns are unprecedented -- CELLIT really delivers on its pitch.  We
 have already seen greater efficiency, shorter hold times and lower costs,"
 said Carlisle Vason, Senior Vice-President for Air Jamaica Vacations.  "The
 fact that the caller's initial experience is more pleasurable and more
 educational can be attributed to CELLIT."
     Using ContactPro, Air Jamaica Vacations can determine which island a
 caller is interested in and play customized attention retainers about the
 chosen destination while the customer is in queue.  Then, ContactPro's skills-
 based routing pairs callers with available agents based on the customer's
 destination of choice and the agent's knowledge and familiarity with that
 island.
     "CELLIT has made our business much more dynamic -- taking the service we
 offer to another level," said Vason.  "We're providing better customer service
 and giving the customer more product knowledge by using better technology.
 Now, our customers' experience with Air Jamaica Vacations begins as soon as
 they dial our phone number.  We couldn't deliver that immediate, positive
 experience without the technology."
     CELLIT ContactPro's capacity to seamlessly integrate with CRM and other
 context applications finally enables businesses to obtain a strategic 360-
 degree view of the customer at all touch points.  Companies can leverage real-
 time customer information and dynamically deliver a personalized, consistent
 customer experience across all interaction channels -- including voice, fax,
 email and the web.
     "ContactPro was developed to succeed in mission-critical environments like
 reservations centers, making CELLIT and Air Jamaica Vacations an ideal match,"
 said Mario Villena, CELLIT's Co-founder and Vice President.  "Like Air Jamaica
 Vacations, CELLIT puts our customers at the center of our business. We
 understand their needs and challenges, we work together and use the technology
 to make their business strategies and practices more efficient."
 
     About CELLIT Technologies
     CELLIT(R) Technologies is the leading provider of Customer Interaction
 Management (CIM) solutions for the Demand Generation -- today's empowered,
 informed consumers.  The company's award winning software, CELLIT
 ContactPro(TM), leverages real-time knowledge about customer relationships in
 dynamically delivering a personalized, consistent customer experience across
 all communication channels -- voice, fax, email and the web.  CELLIT's
 scalable, comprehensive solution incorporates all of the functionality
 required for superior customer interaction management, including inbound
 skills-based routing, outbound predictive dialing, email management, web chat
 and collaboration, interactive voice response with voice recognition, voice
 messaging, contact monitoring, recording, reporting and dynamic provisioning.
 For more information visit www.cellit.com or call 305.436.2300.
 
     About Air Jamaica Vacations
     With flights to Jamaica, St. Lucia, Barbados, the Bahamas, Bonaire, Grand
 Cayman, and Grenada from 13 U.S. Gateway cities, Air Jamaica has been voted
 the Best Airline to the Caribbean by travel agents worldwide.  Air Jamaica
 Vacations, the in-house vacation wholesale division for Air Jamaica, is the
 leading provider of vacation packages to the Caribbean and is committed to
 providing the world's finest vacation service to all of its customers. For
 more information, visit www.airjamaicavacations.com or call 1.800.622.3009.
 
 

SOURCE CELLIT, Inc.
    MIAMI, April 17 /PRNewswire/ -- CELLIT Technologies, the leading provider
 of comprehensive customer interaction management (CIM) solutions, announced
 that Air Jamaica Vacations, the premier source for vacation packages to the
 Caribbean, has implemented CELLIT's award-winning ContactPro.
     A strong believer in well-trained customer service representatives, Air
 Jamaica Vacations invests in sending all representatives to the Caribbean for
 detailed familiarization of each destination and hotel in its program.  This
 first-hand knowledge makes them better able to serve customers and tailor
 packages to a client's vacation needs.  CELLIT ContactPro enables Air Jamaica
 Vacations to put that investment to work in real-time by routing more than
 6,000 customer calls daily -- a 50% increase in volume over its previous PBX-
 based legacy system -- to the most knowledgeable agent.  ContactPro addresses
 Air Jamaica Vacations' challenges for delivering superior customer service and
 provides additional functionality at significant initial and long-term
 savings.
     "The returns are unprecedented -- CELLIT really delivers on its pitch.  We
 have already seen greater efficiency, shorter hold times and lower costs,"
 said Carlisle Vason, Senior Vice-President for Air Jamaica Vacations.  "The
 fact that the caller's initial experience is more pleasurable and more
 educational can be attributed to CELLIT."
     Using ContactPro, Air Jamaica Vacations can determine which island a
 caller is interested in and play customized attention retainers about the
 chosen destination while the customer is in queue.  Then, ContactPro's skills-
 based routing pairs callers with available agents based on the customer's
 destination of choice and the agent's knowledge and familiarity with that
 island.
     "CELLIT has made our business much more dynamic -- taking the service we
 offer to another level," said Vason.  "We're providing better customer service
 and giving the customer more product knowledge by using better technology.
 Now, our customers' experience with Air Jamaica Vacations begins as soon as
 they dial our phone number.  We couldn't deliver that immediate, positive
 experience without the technology."
     CELLIT ContactPro's capacity to seamlessly integrate with CRM and other
 context applications finally enables businesses to obtain a strategic 360-
 degree view of the customer at all touch points.  Companies can leverage real-
 time customer information and dynamically deliver a personalized, consistent
 customer experience across all interaction channels -- including voice, fax,
 email and the web.
     "ContactPro was developed to succeed in mission-critical environments like
 reservations centers, making CELLIT and Air Jamaica Vacations an ideal match,"
 said Mario Villena, CELLIT's Co-founder and Vice President.  "Like Air Jamaica
 Vacations, CELLIT puts our customers at the center of our business. We
 understand their needs and challenges, we work together and use the technology
 to make their business strategies and practices more efficient."
 
     About CELLIT Technologies
     CELLIT(R) Technologies is the leading provider of Customer Interaction
 Management (CIM) solutions for the Demand Generation -- today's empowered,
 informed consumers.  The company's award winning software, CELLIT
 ContactPro(TM), leverages real-time knowledge about customer relationships in
 dynamically delivering a personalized, consistent customer experience across
 all communication channels -- voice, fax, email and the web.  CELLIT's
 scalable, comprehensive solution incorporates all of the functionality
 required for superior customer interaction management, including inbound
 skills-based routing, outbound predictive dialing, email management, web chat
 and collaboration, interactive voice response with voice recognition, voice
 messaging, contact monitoring, recording, reporting and dynamic provisioning.
 For more information visit www.cellit.com or call 305.436.2300.
 
     About Air Jamaica Vacations
     With flights to Jamaica, St. Lucia, Barbados, the Bahamas, Bonaire, Grand
 Cayman, and Grenada from 13 U.S. Gateway cities, Air Jamaica has been voted
 the Best Airline to the Caribbean by travel agents worldwide.  Air Jamaica
 Vacations, the in-house vacation wholesale division for Air Jamaica, is the
 leading provider of vacation packages to the Caribbean and is committed to
 providing the world's finest vacation service to all of its customers. For
 more information, visit www.airjamaicavacations.com or call 1.800.622.3009.
 
 SOURCE  CELLIT, Inc.