Case Study: 12301 (China National Tourism Public Service Platform) achieves tripled agent productivity and improved traveler experience with Genesys Customer Experience Platform

Boosting the China tourism experience to a new level

12301 (the China National Intelligence Tourism Public Service Platform operated by the China National Tourism Administration) needed a centralized, bilingual hub to manage rapidly rising domestic and outbound tourism complaints about travel agencies, hotels, guides and scenic services. With call volumes surging and inconsistent service quality, CNTA sought an omnichannel public service platform to improve complaint handling, customer experience and insight into tourist behavior.

CNTA partnered with Genesys to deploy an omnichannel Customer Experience Platform (Inbound, Digital, Self‑Service, Analytics) staffed by 300 bilingual agents operating 24/7. Launched ahead of Golden Week, the solution handled 10,000 complaints in its first week with 85% resolved on time, tripled agent productivity, improved first‑contact resolution and NPS, stabilized peak‑time operations, and delivered big‑data analytics to guide better management and future AI/video channel expansion.

12301

Li Nong

Chief Marketing Officer