Leading Online Travel Booking Company Leverages Verint Open CCaaS Platform to Unlock Customer Engagement Possibilities

For more than two decades, a leading online travel booking company has been committed to its mission of being a world-class travel dealmaker

The results

Improved responsiveness to customers in their channel of choice.
Elevated ability to deliver superior CX at a lower cost.
Increased capacity and agility to handle a 3x increase in contact center interaction volume.

About the leading online travel booking company

For more than two decades, a leading online travel booking company has been committed to its mission of being a world-class travel dealmaker – saving travelers countless dollars. Believing every trip is a big deal, both in terms of the experience itself and the savings it provides, the company has a technology-enabled customer care team of nearly 3,000 agents serving customers worldwide.

Over the past few years, the company has transitioned its customer care operations completely to the cloud. This included best-of-breed workforce management, quality assurance, and customer satisfaction (CSAT) measurement and improvement solutions from Verint. Further, thanks to Verint Open CCaaS Platform, the company seamlessly integrated these Verint solutions with its existing Amazon Connect ACD and IVR and LivePerson messaging system.

“With Verint’s Open CCaaS solutions, we can deliver a superior customer experience at a lower cost. We can see what our customers are saying, which helps us improve our responsiveness and best address our customers' needs.”
Vice President of Customer Care Leading Online Travel Booking Company

The company’s migration to the cloud has not only helped with business continuity, but also with the ability to engage with customers more efficiently and effectively in their channel of choice. Since its customers are mobile-first by default, the company supports nearly 100 percent asynchronous messaging in its non-voice channels, communicating with customers via Twitter, Facebook Messenger, Apple Business Chat, SMS, and web chat, as well as via phone.

Additionally, the move to the cloud was of tremendous benefit during the COVID-19 pandemic, which saw the travel sector experience unprecedented disruption.

Address escalating contact volumes with Verint Workforce Management

At the onset of the COVID-19 pandemic, the company migrated its customer care agents to a work-from-home model in one day. This was critical to ongoing customer support given that the pandemic was the catalyst for historically high contact rates. Overall, the company saw a three-fold increase in contact center interaction volume.

The company moved quickly to handle this surge in volume through smart technology decisions, such as leveraging a chatbot to detect customer intent for cancellation and refund requests, which were then routed to off-phone agents to expedite processing.

When local curfews in various countries curtailed hours of operation for its contact centers, the company was able to leverage Verint Workforce Management in the cloud to quickly adapt to these changing parameters. With the feature-rich Verint solution, the company was able to proactively address escalating contact volumes and changes in consumer behaviors, which required constant contact center forecast revisions, in real time.

The company also adopted Verint Voice Survey for Amazon Connect and Verint Survey Management, replacing its legacy email-based survey solutions to put in place a more omnichannel approach to customer feedback across voice and digital channels.

Efficiently schedule staff, optimize employee productivity, and elevate CX

With a full stack of solutions on Verint Open CCaaS Platform, along with Verint working hard to understand its strategy, vision, and challenges, the company can unlock customer engagement possibilities. From more efficiently scheduling staff and optimizing productivity to minimizing downtime, Verint Platform delivers CX automation and openness that enables the company to extract and harness invaluable data to drive insights and action across the organization. As a result, the online travel booking company can deliver superior CX at a lower cost.

With Verint Quality Management, Verint Voice Survey, and Verint Survey Management, the company has gained newfound levels of meaningful voice of the customer reporting. It can render trends from verbatim feedback in near real time while reducing administrative burden. At the same time, it can easily aggregate customer feedback, quality scores, and other valuable workforce data in agent scorecards for a unified framework for tracking and measuring performance.

The company has been able to operationalize its experience insights, immediately sharing these insights with its product development, technology, and other teams across the business. This enables the impacted functional areas to quickly pivot based on what’s working well for customers or what could be tweaked for a better customer experience (CX).

“With Verint’s Open CCaaS solutions, we can deliver a superior customer experience at a lower cost,” says the vice president of customer care at the leading online travel booking company. “We can see what our customers are saying, which helps us improve our responsiveness and best address our customers’ needs.”

Today, thanks to Verint, the company can look at its workforce management, quality assurance, and voice of the customer operations with confidence knowing they are efficiently scheduling staff, optimizing employee productivity, and elevating CX.

“We rely on Verint to provide us with actionable insights that come directly from our customers and allow us to be there for our customers the moment they need us,” the vice president of customer care concludes. “Verint solutions have given us the tools to make the most impact.”

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