Case Study: a leading online travel booking company improves customer engagement with Verint Open CCaaS Platform

a leading online travel booking company handles 3x higher contact volume with Verint

A leading online travel booking company faced the challenge of managing a sudden three-fold increase in contact volume during the COVID-19 pandemic while needing to improve customer experience across digital and voice channels. To address this, they turned to the Verint Open CCaaS Platform, integrating Verint's cloud-based solutions for workforce management, quality assurance, and customer feedback.

By implementing Verint's solutions, including Verint Workforce Management and Verint Voice Survey, the company efficiently moved agents to a work-from-home model and gained real-time insights into customer needs. The results included an improved ability to deliver superior customer experience at a lower cost, enhanced responsiveness, and the successful capacity to handle the massive surge in interaction volume.