The customer was founded in 1937 is largest travel company in the middle east, with a team of travel specialists, operating a network of over 140 offices in the region, and through a global network of world class travel partners. With the help of service cloud they provide the most comprehensive and specialized services in the travel industry with unmatched quality awards and achievements that guarantees the highest levels of customer satisfaction.
- Inconsistent customer experiences across interaction channel
- Improper system to manage travel queries.
- Low agent productivity
- Inconsistent knowledge delivery
- Challenges of missing/ tracking of the email queries
The solution to handle the above problem was provided by integrating the existing Contact Center with Oracle Right Now, which enabled users to deliver great contact center experiences consistently and efficiently across email channels, by centrally managing all customer interaction from a unified, consistent Interface.
- The primary consideration with Oracle Right now Streams was in improved customer relationships, service levels and customer satisfaction, which was successfully achieved.
- All communications are captured and accessible in a single customer record.
- Adapt quickly to changing business needs
- Agent connectivity to end customers for making better customer experience based on travel queries selected.
- Reporting and analysis for various metrics needed for Email Tracking and User Performance in line with the SLA.