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Travel and Hospitality


Managing highly differentiated customer experience for


4

in Top 5 Airlines

in Top 5 Hospitality Brands

in Top 5 Travel Companies

0%
First Contact Resolution
0%+
Sales Conversion for Contact Center
0%
Increase in C-SAT

The Travel and Hospitality industry has transformed due to the dynamic traveler demands, increased competition, digital technologies and social media. In the face of growing competition companies need an experienced partner who can help understand the nuances of the business and offer innovative solutions.

IGT’s deep travel industry experience helps organizations drive business value and growth. With the right integration of cutting-edge technology, provision of multi-lingual localized support, integrated social media, automation-based customer engagement processes and usage of data analytics for service differentiation, IGT enables Airlines, Hotels, OTAs/TMCs and Travel Tech companies provide an enhanced customer experience.

Service offerings for Travel and Hospitality

Digital Transformation And Automation

BPM

  • Sales and Reservation
  • Claims & Refunds
  • IROPS
  • Queues Management
  • Customer Service
  • Loyalty Management
  • Baggage Helpdesk
  • Crew Helpdesk
  • Content Management
  • Rate Parity
  • Technical Helpdesk
  • Fare Filing
Digital Transformation And Automation

Digital

  • Social Media Management
  • Conversational Automation (Chatbots/Voicebots)
  • Industry-focused Automation
  • Data and Analytics
  • Intelligent Video Analytics
  • Omni-channel CRM
Digital Transformation And Automation

Technology

  • Service and Experience Management
  • Application Development & Maintenance (ADM)
  • Intelligent Testing
  • DevOps
  • IT Consulting
  • Product Re-engineering
  • System Integration
  • Legacy Systems
  • Core Applications

Comprehensive Offerings

BPM services

BPM Services

Providing differentiated omnichannel customer experience to meet growing demand of todays' consumers

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Digital Solutions

Digital Engineering

Leveraging mobile, social media with new age technologies to enhance digital customer’s experience

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automation

Automation

Delivering robotic process automation, chatbots and voicebots to bring in process excellency and cost efficiency

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Analytics

Analytics

Employing AI & ML in analyzing, interpreting and forecasting data to personalize each customer’s journey

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Delivering Results

  • 12% increase in revenue per call

  • 20% increase in CSAT scores

  • 20% increase in FTE efficiencies through RPA

  • 30% effort reduction in customer queries through AI/ML and NLP powered Chatbot

IGT Travel School

Unique approach for developing travel trained and BPO ready talent in-house. Helping with quick scalability solutions along with higher success rate resources to deliver superior customer experience

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