Case Study: Omio achieves 95% call acceptance and 70+ NPS with Talkdesk Enterprise Cloud Contact Center

Omio Partners With Talkdesk for Great Customer Experience Across Borders

Omio (formerly GoEuro) is a Europe-wide travel platform helping 27 million monthly users find train, bus and flight options across 100,000+ destinations in 15 countries. Facing a multilingual market with mixed target groups and large seasonal spikes in demand, Omio needed a customizable, scalable contact center that could route region-specific queries and handle peak periods efficiently.

Omio implemented Talkdesk Enterprise Cloud Contact Center for its flexibility, real-time metrics, routing to market specialists, seasonal licensing and VIP-number features that prioritize high-value users. The solution increased agent availability and acceptance rates from about 65% to 95%, lifted NPS from 50 to over 70, and supported the company’s summer team expansion while speeding resolutions for power users.

Omio

Brendan James

Director of Customer Service