Key Capabilities

  • Consistent Omni-Channel Experience: Provide harmonious customer care across any combination of voice, SMS, mobile, web, smartphone and social channels, allowing customers to seamlessly move from, for example, a tweet about a bad hotel stay to a live agent call in order to address the complaint.
  • Proactive Customer Care: Give guests tips on great restaurants to visit near their hotel via a personalised email – before they start getting hungry.
  • Mobile Self-Service: Allow travelers to receive TSA alerts via a Tweet or text message before they head to the airport.
  • Intelligent Routing: Make sure incoming service enquiries are handled by the best resource available based on type of customer (for example, people who would like to book a new cruise versus travelers who’ve already booked one).
  • Social Engagement: Engage guests in a conversation about their favorite appetiser at your restaurant or the most entertaining show on your cruise ship.
  • Security: Secure automated credit card transactions with dynamically generated security questions or reduce fraud related to account access using voice biometrics.
  • Workforce Management: Make sure there’s always someone in the contact centre who’s available for passengers who are traveling in different time zones.
  • Seamless Data Access: Personalise the customer experience by informing every interaction with data from enterprise databases and systems by segmenting customers into categories such as frequent travelers and one-time trip takers.
  • Customer Analytics: Capture customer speech and text interactions and give agents a complete history to draw upon when making such decisions as booking a rental car based on expressed preferences.
  • Data Integrity: Ensure the integrity of cardholder data in on-premise, hosted IVR, SMS and mobile web applications.
  • Agent Coaching: Train agents who serve your travel booking website to encourage callers to bundle their reservations, such as buying a hotel and flight together.
  • Back Office: Enable customers to quickly enroll a customer in a frequent traveler program or order a gift card for a restaurant. Use outbound to proactively push updates to customers such as information about flight delays.
  • Deployment Options: Keep sensitive customer or account holder information right where you want it, including on-premise or private, dedicated hosting.


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