Travel and Hospitality

The travel industry is subject to intense price competition, due in part to things such as Internet tools that allow price comparison and offer discounts.  At the same time, traveler’s service expectations are higher and interactions are more complex. Both before and after the sale, customers need to be able to connect with travel providers over any media ― e-mail, Web collaboration, or chat ― from anywhere, at any time. To prosper, travel businesses need to provide superior customer service while reducing costs.

Genesys allows the travel industry to offer the personalized customer service required to acquire and keep customers, reinforce brand image, and generate revenues.  Whether customers communicate using voice, e-mail, or chat, Genesys helps route customers to the best resource to solve their issue on first contact.  Sophisticated voice self-service lets customers handle routine interactions, such as checking flight status, without engaging a live agent. Genesys also simplifies customer segmentation, allowing travel providers to deliver the highest level of service to their highest-value customers.