Ignite Travel Group

Taking customer experience to the cloud and mobilising for international expansion

Australia’s fastest-growing retail travel business, Ignite Travel Group, presents corporate clients, retail customers and tourism partners with hand-picked holiday packages that always deliver unprecedented value for their customers. The fully-fledged online business continues to expand, both organically and through its partnership with Flight Centre Travel Group, to create new distribution networks, supplier channels and revenue streams.

Pivotal to its success is a contact centre based on the Gold Coast with 110 sales and customer service specialists. To deliver the next stage of growth, the Ignite Travel Group wanted to target new markets with a more nimble, lower-cost business model.

As a long time Genesys on-premises customer, Ignite Travel wanted to continue the success they had experienced, but were attracted to the benefits of the cloud-based PureCloud® solution. “Although our on-premises contact centre solution had given us what we needed at the time, our requirements changed. We needed more space and wanted to be able to expand internationally without adding hardware or having agents tied to one location,” said Conrad Dickson General Manager – ICT at Ignite Travel Group.

Benefits

  • Can open in-country contact centres without major investment
  • 87% faster training and onboarding — from two days to two hours
  • Improved forecasting and scheduling
  • 30% savings on licenses
  • Better use of IT resources for innovation

PureCloud gives us more freedom to go after new markets — with substantially less downtime, maintenance, hardware, training and licensing costs.

Conrad Dickson, General Manager – ICT, Ignite Travel Group

Challenges

  • Build cloud platform for rapid growth
  • Offset investment with cost and time savings

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