Travel retailer’s road to contact center transformation

Two dreamers came up with a unique idea for a travel company: one that caters to those who prefer to see the world on wheels. From cars to motorhomes, this travel retailer strives to help travelers create best road trip possibilities with memories to match, wherever the map leads.

For this travel company, like others, travel restrictions drastically impacted their business during the COVID-19 pandemic. They unfortunately had to downsize their business as a result. The silver lining is that the slowdown at their company allowed leadership to think about solutions to better serve their large customer base, which spans multiple countries, with upgrades to customer service technology as top priority.

The road warriors chose to go with what they saw as a champion in the contact center space: Amazon Connect. They also were able to connect their new Amazon Connect contact center to their Hubspot CRM, Sequence Shift Secure Credit Card Payment solution, and eMite Business Intelligence Advanced Reporting and Dashboards.

This travel retailer partnered with TTEC Digital to deploy an Amazon Connect cloud contact center and integrate it with their existing third-party applications. This enabled them to create a unified agent interface and engagement platform for all customer interactions.

It also allows contact center supervisors to account for workloads over peak holiday seasons, when bookings are higher, and schedule agents accordingly. An Amazon Connect-powered contact center also gives agents the freedom to work from anywhere, harkening back to the company’s own mission of supporting lifelong travelers.