Summary
This technical report outlines the modernization project undertaken by BIDTravel to enhance their contact center operations. The objective was to streamline communication across various brands and improve customer experience by implementing the Genesys Cloud CX platform along with Managed Customer Experience services. The report details the business need for a unified contact center platform that could address issues such as inconsistent service delivery and poor voice quality. It describes the process of conducting empathy interviews with employees to gather insights into their frustrations and the customer journey. The solution involved creating a comprehensive roadmap and implementing a system that allows for better resource management and call quality monitoring. Outcomes of the project included improved service levels, reduced IT downtime, and increased employee satisfaction. The report concludes by highlighting the ongoing development of the Genesys platform and its future benefits for BIDTravel.
