Facing technology barriers
Etraveli Group is a worldwide online travel agency and leading global provider of flight technology. It operates in 80 countries — serving customers in 35 languages. With around 1,000 employees and 500 outsourced agents, the Swedish company prides itself on being the fastest, most precise way to plan a trip regardless of distance or complexity.
Following years of sustained growth, Etraveli urgently needed to consolidate an array of standalone on-premises contact center technologies. It had been using a patchwork of Mitel and Avaya systems throughout its global operations, but wanted to enhance its customer experience and improve efficiency with new features and functionality. It determined that a cloud-based solution would meet those needs.
“Technology had become a barrier to improving customer experience and efficiency,” said Mikael Örtelind, CTO at Etraveli Group. “We could not integrate our flight systems and had multiple IVR services. There was no clear omnichannel roadmap and without workforce management it was hard to see into workloads, especially with our outsourced partners. So, we decided to create one global platform through a single investment that would benefit all parts of the business.”
Handling off-the-scale traffic spikes
After considering its options, Etraveli decided to standardize on Genesys Cloud. “Genesys met our requirements and gave us the biggest bang for our buck,” added Örtelind.
Connecting seven contact centers in Greece, Sweden, China, Egypt, and India, Genesys Cloud enables 900 agents to efficiently serve the travel needs of customers through inbound, outbound and email communications — all managed from one desktop application.