Smart Contact Center (Enhancing Customer Service)

Customer service is evolving every day, thanks to the ever-increasing customer expectations and technological advancement. Today, businesses are standing in a position where contact center technologies, teams, practices, and operations are becoming essential for business success. The whole travel business is evolving, customers hardly visit travel agencies to book tickets or inquire, also customers are well informed and in today’s internet world they can themselves plan a journey, make bookings before reaching out to a contact center. They are looking for convenience and expertise. That is where Coforge comes into the picture. We provide best in industry advice and make the task of the traveler easier.

Coforge offers Contact Center services to the Travel and Transportation industry globally across Online Travel Agencies, Airlines, Hotels, Travel Management Companies. Coforge organization has more than 500 domain experts currently working for some of the major brands across Travel verticals providing multi-channel (Phone, Email, Chat, Social Media) customer service support (reservations, bookings, cancelations etc.), back office operations.

Below is the snapshot of our Contact Center service Offerings:

Smart Contact Center

Creating Contact Center CoE (Center Of Excellence)

Our process, domain and technology experts collaborate with our lean/six sigma certified professionals to create Contact Center Center of Excellence. Coforge create Contact Center CoE by:

  • Studying the as is process by using our proprietary consulting framework “ProcessGym” to identify and eliminate waste and make process efficient
  • Identify digitization, automation and re-engineering processes
  • Selecting the best suited solutions and creating improvement & implementation roadmap
  • Flexible training framework which can be customized to meet specific business requirements
  • Zero disruption transition
Airline Operations
Coforge Advantage:
  • 20 years of expertise in Travel, Transportation & Hospitality sector
  • Ability to offer end to end BPS Solutions
  • Multi-channel, Multi-lingual, Onshore/Offshore Delivery Model
  • Over 30 years of Training expertise (can deliver company specific trainings quickly & efficiently)
  • The largest resource pool - over 1200 knowledge professionals and consultants in the TTH domain.
  • Integrated IT-BPO Model (We are able to supplement our BPO services with Application Development & Management, Testing Services, Product Development, Cloud Computing & Infrastructure Management)
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