BPM Services

Enable Better Travel Through Superior Customer Experience

An Overview

Business Process Management (BPM) plays an important role in the Travel and Hospitality industry that assists Airlines, Hotels, Online Travel Agencies (OTAs), Travel Management Companies (TMCs), Cruises and other related travel entities to ensure consistent delivery of superior customer experience. An omnichannel approach is imperative to build strong and lasting relationships with customers.

IGT Digital Contact Centers leverage social, mobile, analytics, and cloud to seamlessly work together offering personalized experience at every touchpoint of the traveller enhancing their traveling experience.

Analyst Corner

GARNTER

Market Share Analysis, BPO, Worldwide, 2017 Report

Recognized among 25 fastest- growing BPO service providers and placed at 6th position. It stated that the top 10 BPO players control one-third of the $160 billion BPO market.

GARNTER

Competitive Landscape: Customer Management BPO Services

Named as a stalwart in emerging markets in customer management BPO services consistently on client shortlist or mentioned on inquiries.

GARNTER

Market Guide for Key Customer Management BPO Service Providers

Identified as a key service provider offering CM BPO services to Travel & Hospitality industry either as a stand-alone service or a bundled BPO and Digital service.

BPM Services & Solutions

Voice

Sales & Reservations Loyalty Management IROPS Customer Services Baggage Helpdesk Technical Helpdesk

Back Office

Rate Helpdesk Crew Helpdesk Fare Filing Queues Management Digital Content Management Refunds & Claims Management

Languages Supported

Delivering Results

Handling 40 Million Reservations Annually
1.5 Million Social Interactions Annually
30% Effort Reduction in Cutomer Queries through AI Powered Chatbot
USD 500 Million Gross Ticketing & Ancillary Revenue

Featured Work

Case Study

Digital Contact Center for American Airline

IGT provided contact center support services with exceptional airline domain expertise to a leading American carrier with a record 100% seamless transition within 4 months.

Case Study

Back Office Support For European Hospitality

Our client, a leading hotel group in UK, was undergoing expansion and wanted a scalable support to which IGT helped with end to end transition management and resolved over 3.5 Lakhs reservation issues.