Provide a seamless traveller experience
Use cases
Support travellers through their channel of choice
Provide travellers self-service capabilities
Agent productivity
Mobile Time Tracking
Agent engagement
Call Abandonment Rate
Percentage of calls disconnected before reaching an agent.
Self-Service Deflection Rate
Percentage of interactions handled by self-service tools.
Agent Productivity
Number of cases resolved per agent per day.
Response Time SLAs
Adherence to defined service-level agreements (SLAs) for query responses.
Potential Benefits
Traveller satisfaction and loyalty
Speed and quality of issue resolution
Agent productivity
Agent engagement
Integrated support channels on a single platform to improve deployment of agents
Empowered agents with a single view of customer and customer interactions