Challenge: Our travel agency client was growing by acquisition around the globe and needed a world class contact center solution to support their 1200 agents. Being agile and nimble, while having solid voice quality to handle world class customer support, was crucial. Their current systems were disparate across markets. They had attempted to unify voice through a large global hosted VOIP provider, but the solution was not robust, did not offer ease of use for MACS, and was not easy to deploy. They also had major issues around email management for all of their agents that was not being addressed.
Solution: BlueSky worked with our client to perform an extensive RFP with select providers based on their requirements. We aligned a decision matrix to include costs, features, SLA’s, historic performance, and contracts with the data provided and meetings attended, and assisted to narrow down a winner.
Result: The client was in a position to scale their business with the following features:
- ACD
- Intelligent call routing
- Self Service IVR
- CRM Integration
- Tools for email management
- Collaborative tools to manage data
- Administrative report
Impact: Client was able to increase their sales revenue and customer base by 27 percent in 24 months. They have the ability to scale as needed with demand. They also improved their customer experience, which resulted in a decrease of churn by 10%.