Case Study: a leading cruise line service provider reduces abandoned calls and hold times with Conduent Automation Suite

Leading Cruise Line Service Provider reduces abandoned calls and hold times with Conduent Automation Suite

A leading cruise line service provider faced challenges with high customer abandoned call rates and long hold times, which were impacting costs and customer experience. They partnered with Conduent, who implemented its Conduent Automation Suite (CAS) digital interaction platform, specifically the Conduent Case Management (CCM) system, to address these issues.

Conduent's solution utilized intelligent automation to increase process efficiencies and improve the first-touch customer experience. The implementation successfully reduced abandoned calls and hold times while also maintaining and even improving sales conversion rates, ultimately helping the cruise provider reduce its operational costs.