Case Study: Travel Group Prepares for Take off

The lowcosttravelgroup will be improving its customer service and sales contact centres with help from Interactive Intelligence.

Lowcosttravelgroup, home to award-winning brands lowcostholidays and lowcostbeds, has been selling to customers and the travel trade since 2004. The company has grown rapidly and employs more than 500 staff, with sales in excess of 700 million euros.

The company’s contact centre operations includes approximately 300 agents – with customer service operations in Palma Mallorca and sales operations in the UK (where the agents are primarily home-based).

The solution

The company has selected an Interactive Intelligence Customer Interaction Centre (CIC) cloud-based solution CaaS to support its global operation.

The solution has been selected for the company’s customer service and sales contact centres, as part of a five-year agreement.

The benefits

The CaaS Contact Centre offering is an all-in-one solution with user tools that enhance the customer service experience, and management tools that are designed to improve business performance.

The solution will facilitate the company’s rapid growth, providing it with the flexibility it needs to deliver its services to its customers.

“The lowcosttravelgroup is a young and dynamic company and the nature of their business is very much suited to the flexibility that the cloud brings,” said Dave Paulding at Interactive Intelligence. “The company frequently opens up in new markets in a range of different countries at relatively short notice, and this solution will help to support their global operations. The business is also seasonal, so the requirement was for a solution that would make it simple to scale up and scale down.”

“The lowcosttravelgroup was also looking for a very high level of functionality and the tailored CaaS solution incorporates everything it needs to meet all of its seasonality and growth needs,” he continued. “The company can effectively customise applications according to the situation and set pricing and terms, so they effectively pay as they use, and this is deployed on a global basis in any of their chosen markets.”

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