Skype for Business Contact Center and Disaster Recovery solution
Leading independent travel company Travel Counsellors required a solution that would keep it ahead of the competition for customer service on an international scale, as well as ensure its data was safeguarded and that its Contact Center was compliant.
A leader in its sector for more than 20 years, multi-award winning Travel Counsellors is an independent travel company that delivers a personal, bespoke travel service. It has the highest Customer Satisfaction score of any travel company in the world (NPS), with a worldwide turnover of over £600 million. The company has over 1,700 travel franchisees, supported by more than 360 staff across its UK headquarters in Manchester, and 6 overseas offices in Ireland, Netherlands, Belgium, South Africa, Australia and Dubai.
A business familiar with the collaborative benefits accrued from Unified Communications, Travel Counsellors already had an on-premise Skype for Business Enterprise Voice solution, implemented via a self-deployment. With a focus of growing across seven countries, the travel leader recognized the need to move to an end-to-end solution and Managed Service. They were looking for a long-term partner to provide expert, consultative advice and support them along the way, whilst delivering 24/7/365 support – a critical component for the always-on nature of their business.
Travel Counsellors’ existing Contact Center solution was also holding the business back from its global expansion plans, as the system lacked advanced monitoring or reporting capabilities and compliance features. To successfully move forward, the business required a system that would route and log calls to its travel experts where they could provide customers with an enjoyable, seamless journey from initial enquiry to booking confirmation.