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.

leading online travel booking logo

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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.”

Featured Verint solutions

  • Quality Management and AQM

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  • Workforce Management Solutions & WFM Software

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  • Voice Survey

    Verint Voice Survey delivers customers short, context-sensitive and dynamic voice surveys via IVR immediately after their interactions with agents.
  • Survey Management

    Find deeper and more meaningful insights with proactive, in-the-moment engagement.

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