Reduce operating costs
Transform into a profit center
Promote efficiency and self service
Provide an exceptional experience
The Modern Contact Center for Travel and Hospitality shows how Amazon Connect can replace your contact center system, integrates with your key systems (reservation, PSS, PMS, POS, CRM, Loyalty, website and mobile apps), enable seamless interaction via voice, chat and calls, and advanced ML-powered analytics. This provides agents with unified customer profiles and real-time recommendations to better answer customer needs.
Amazon Connect leverages customer data, transactions, and engagement from your data platform fed by your core business and transaction systems. It matches and surfaces the right information at the right time, whether customer profile and transaction information or real-time answers and resolutions to customer issues. Agent have access and visibility to this data to track, record, and update the customer engagement. Real-time call recording, analytics, sentiment analysis, and translation can occur, with interactions and outcomes promptly recorded in the data platform.
Explanation of the architecture
Business data (e.g., customer profiles, loyalty status, products); transactional data (e.g., reservations, bookings, orders); historical data (e.g., past bookings, purchases, experiences); and third-party data (e.g. weather, demographics, geo locations) need to be ingested and stored in Amazon Simple Storage Service (Amazon S3). This is made available in the Customer 360 and Operation 360 component of the Travel and Hospitality Data Platform which provides visibility on your customers, current transaction, and ongoing operations for prompt consumption by Amazon Connect. This data comes from company’s core systems like Passenger Service Systems (PSS), Property Management Systems (PMS), Point of Sales (POS), Order Management Systems (OMS), Customer Relationship Management Systems (CRM), Loyalty systems, and more.
Amazon Connect manages the incoming and outgoing calls (the voice transactions), and engagement with various customer devices like phone, mobile phone, or voice interfaces (Alexa or mobile apps). The Amazon Connect console is interfaced with the call center agent terminal that can review data transactions, engagement history, and customer details. Contact Lens for Amazon Connect provides analytics in real time, (e.g., sentiment analysis and more), online, or offline (post call analytics) to support the agent on current and future engagements. Post voice interaction messages (e.g., purchase confirmations, orders updates, etc.), or for in-session real-time notifications (e.g., authentication, payments, etc.), are sent to the customer using Amazon Pinpoint, or Amazon Simple Notification Service. These can be integrated with chatbots, mobile apps, messaging systems, emails, and voice recordings.
AWS services in this solution
Organizations deploying modern contact centers on AWS
Travel and hospitality companies of every segment and size are leveraging Amazon Connect, embedded with AWS Artificial Intelligence and Machine Learning, to provide a Modern Contact Center experience that transforms their business. In the face of great disruption, this has helped many travel and hospitality companies reduce costs and handle an influx of changes and inquiries with ease.
Priceline Optimizes Customer Service during 3x Call Increase Using Amazon Connect
Priceline created a modern customer contact center experience and cut call backlog using Amazon Connect. The change proved instrumental in a quick response to the COVID-19 pandemic and positions Priceline to provide exceptional service to its customers.
Best Western's Modular and Dynamic Contact Center
Best Western, a hotels and resorts brand with 4,500+ locations worldwide, migrated its contact center to Amazon Connect in just one month amidst COVID-19.
Margarita’s Mexican Restaurant’s Transformation to a Successful Delivery, Carry-Out Business
Within 48 hours, Margarita’s was handling its carry out and delivery business much more efficiently using Amazon Connect.
Learn How RedAwning Scales Great Customer Service Using Amazon Connect and AWS AI Services
Innovate with key Travel and Hospitality industry partners
Discover purpose-built solutions and services from an expansive network of industry-leading AWS partners specializing in helping travel and hospitality companies deliver reliable, agile, and flexible contact center solutions that provides exceptional customer service and reduce costs.
NLX enables organizations to build and manage next generation conversational experiences - personalized conversations that are automated, integrated, measurable, highly scalable, and available anytime, and anywhere.
Zendesk is an award-winning customer service software trusted by 200K+ customers. Zendesk helps travel & hospitality brands of all sizes elevate their customer interactions via text, mobile, phone, email, live chat, social media.
AWS Travel and Hospitality Service Partners
Our network of AWS Service partners offers strategy and deployment services to Travel and Hospitality brands to accelerate digital transformation and innovation.
Accenture Travel Industry Practice helps travel companies outmaneuver uncertainty by innovating around industry-specific functions and capabilities to provide clients with speed-to-value.
Deloitte Travel & Hospitality helps to mobilize data and insights to optimize customer experiences, create operational efficiencies, improve product pricing, and inform management decisions.
Slalom specializes in helping clients maximize the value of AWS cloud, from planning to migration. Its expertise extends across infrastructure architecture, enterprise data management, and more.
VoiceFoundry specializes in the delivery of cloud-based enterprise contact center solutions and are uniquely focused on helping businesses improve customer engagement while maximizing the benefits of the cloud.
Discover AWS Travel & Hospitality Competency Partners
AWS Travel and Hospitality Competency partners are validated for technical proficiency and proven customers success and have deep domain expertise to accelerate the industry’s modernization and innovation journey from behind-the-scenes operational efficiencies to guest-facing customer experiences.
Dive deeper into blogs, videos, reports, and more to learn more about how modern contact centers built for travel and hospitality are transforming the industry.
Meet the Modern Contact Center for Travel and Hospitality
Massimo Morin, AWS Worldwide Head of Business Development, Passenger Airlines, uncovers the benefits of the Modern Contact Center for Travel and Hospitality.
Forrester: The Total Economic Impact (TEI) Of Amazon Connect
Through a series of customer interviews and data aggregation, Forrester concluded that the three-year financial impact of switching to Amazon Connect helps the average customer with significant costs savings, increased income, and improved agent productivity.
Improving customer service interactions in the hospitality industry
With Contact Lens for Amazon Connect, hospitality companies can better serve their customers by understanding the sentiment of the customer during a phone call.
How conversational AI elevates the traveler experience
Conversational AI is a great enabler for both multichannel digital servicing and personalization, for much lower costs and faster time to market than traditional channels.
Quickly set up remote contact center agents with Amazon Connect
This blog post covers how you can set up remote agents in minutes to support your customers and employees using Amazon Connect.