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DigitalProviding DifferentiatedOmni-Channel Experience
Contact Center
Corporate Office:Echelon Building, Plot No-49, Sector-32,Gurgaon-122001, Haryana, India
IGT Solutions Pvt. Ltd.
In a world complicated by devices and rising expectations, it has become challenging for travel companies to provide a differentiated customer experience. Multi-channel, multi-device and multi-lingual interactions across various touchpoints, further fuel complications in the Travel journey.
It has become imperative to create solutions and services that provide seamless experience and personalization in all travelers’ interactions.
Today’s traveler is “always on”, expecting to connect anywhere and anytime with travel companies. The data, thus generated is huge but its challenging to create personalized data-driven experiences, as there is no single data analysis to provide a unified view of the customer.
The “Connected Traveler” Gap:
To reach on-the-go customers, it is important to create technologies and solutions that are in sync with all travel processes. A 360 degree view of the traveler journey enables enhanced customer experience and helps improve service operations.
Reaching “On-the-go” Customers:
Precise communications, timely notifications and digitalized solutions are essential for a connected travel experience. Digital solutions encompassing Artificial Chatbots Intelligence (AI), Mobility, Automation, Analytics and Social Media enable effective communications and transparency in customer interactions.
IGT Solutions (IGT) provides Digital Contact Center Services through process automation and integrating smart digital solutions with business functions to seamlessly connect and personalize all touchpoints across travel, operations, and processes.
Equipped with innovative digital solutions such as Chatbot, Speech Analytics, RPA, Social Media CRM and iQD. IGT’s Digital Contact Center helps companies deliver superior customer experience.
Bridging the Gap:
AI enabled platforms to conduct smart conversations and superior customer satisfaction using natural language processing.
ChatbotAI based platform to prioritize, classify, respond and assign tasks across customer servicing teams.
iQD
Enabling robotic technology to transform the way business works, thus empowering the business users through “flawless performance of repetitive tasks” at a fraction of the cost.
RPA Creating and managing personalized customer experience on an integrated multi-channel social media ecosystem.
Social Media CRM
Bridges the gap between self- -service and traditional customer service contact channels. It does this by allowing the customer to conveniently connect to a live agent without having to repeat information such as their name, reference number, the nature of the call etc. needed to resolve their query.
Visual IVR
Innovative speech analysis technology offering fully automated system to monitor and improve conversations in real-time
Speech Analytics
Digital Contact Center Services & SolutionsIGT Digital Contact Center provide superior customer experience management through integrated processes that leverages technology to understand the customer and personalize each interaction.
• Sales & Reservations
• Customer Care
• Contract Loading & Rate Desk
• Loyalty Programs
• Content Management Refunds
• Claims & Commission Reconciliation
• Queues Management
Data Analysis | Triggers
Notifications | Feed
Multi-channel Messaging
Supported by Technologies
Customer Relationship Management
Chatbots
Business Intelligence/Analytical Tools
Robotic Process Automation
Speech Analytics
Benefits: • 30% gains in process efficiency through smart routing of agents using big data and interaction history
• Superior customer engagement and improve agent performance
• More personalized interactions through predictive analytics
• Faster support through multi-channel assistance
• Faster self-service adoption through friendly conversational interface
DigitalProviding DifferentiatedOmni-Channel Experience
Contact Center
Corporate Office:Echelon Building, Plot No-49, Sector-32,Gurgaon-122001, Haryana, India
IGT Solutions Pvt. Ltd.
Why IGT?• IGT Solutions is a leading IT, BPM and Digital Solutions and Services
provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain
• Managing highly differentiated customer experience for leading 70+ travel brands
• Over 20 years of travel domain-led solution development experience, enabling end-to-end solution delivery
• IGT employs more than 11,000 travel professionals in 5 continent, has 15 state-of-the-art delivery centers, and worldwide operational presence
