Travel & Hospitality

Genesys contact center solutions allow travel companies to keep and acquire customers, reinforce brand image and generate revenues.

Regardless of whether the customer chooses to communicate over voice, e-mail, or Web chat channels, Genesys helps travel and transportation companies provide superior customer service and a consistent experience.

Genesys can help you route customers to the most appropriately skilled call center agents for effective first-call resolution. Genesys can also manage spikes in call volumes by dynamically adjusting call center agent skills and routing to multiple communications channels.

Among the Global 500, industry leaders answer the call with Genesys

• 4 of the world’s 5 largest airlines, including #1

 

Genesys travel and hospitality customers (partial list)
Air Canada	Travelocity
Outrigger	United Airlines

See how Genesys has helped other travel companies

Genesys understands the need for travel and hospitality companies to provide differentiated service, offer greater convenience, and improve customer profitability, all while lowering costs:

• When customers need support, Genesys can route them to the most appropriately skilled customer service agents for fast and low-cost first-call resolution.
• When high value customers call, Genesys can identify them, route them to customer service agents specializing in cross-sells, and even provide automated scripts. Such routing strategies encourage longer conversations leading to higher sales of enhanced travel services.
• Genesys can initiate low-cost automated outbound calling campaigns that notify customers of changes to their travel plans.
• When call volumes peak, Genesys offers customers the option of receiving a call back when a customer service agent is ready to help, without losing their place in queue.

Download Travel Industry Brief for more information

As a critical Touch point between you and your customer, the contact center has the potential to build brand awareness, enhance customer loyalty and generate revenues.

An integrated contact center software solution can provide the following customer service benefits to travel and hospitality companies:

• Standardize customer experience across all media, including voice, e-mail, SMS notification, Web chat and voice self-service. Centralized routing technology integrates the management of all customer interactions, including self service, e-mail, telephone and chat.
• Greater sales of enhanced travel and hospitality services through intelligent call center routing that directs data on customer travel and hospitality preferences to agents specializing in sales, allowing them to offer the customer products and services tailored to his preferences.
• Improve travel and hospitality customer service through sophisticated voice self-service applications that allow customers to check flight status, pursue upgrades, complete booking and ticketing, and other routine travel interactions.

See how Genesys has helped other travel and transportation companies