Modern Contact Center for Travel and Hospitality
Easy to use omnichannel cloud contact center that helps you provide superior customer service at a lower cost
Benefits of modern contact center for Travel and Hospitality
Whether it relates to a flight, hotel, restaurant, rental car booking or the like, customers want fast, convenient, knowledgeable and personalized assistance, whenever they need it. The contact center is the frontline of your customer experience, called upon to help with urgent issues, simple changes, helpful recommendations, and more.
Now more than ever, travel and hospitality companies want a reliable, agile, and flexible contact center solution that provides exceptional customer service and reduces costs. The Modern Contact Center for Travel and Hospitality is built around Amazon Connect, leveraging the same technology that powers customer service for Amazon.com. Amazon Connect allows you to better understand your customer, predict their needs, and respond to change, while scaling to meet demand with pay-as-you-go pricing. It’s what’s next in customer service.
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.
“We chose to move our centers and IVR to Amazon Connect in order to modernize our contact center environment. When the COVID-19 pandemic began, we saw our call volume spike >300% above normal levels, causing our hold times to dramatically increase, along with others in travel. Amazon Connect allowed us to respond quicker than ever, enabling over 1,000 agents to work from home overnight, and introducing queued callbacks for our customers. With Amazon Connect we were better-prepared to provide superior customer service and quickly make adjustments when needed.”
Jennifer Featherling, Director of Contact Center Technology - Priceline
Resources for modern contact centers
Featured use case
Click the use case below for a technical deep dive on the architecture, best practices, and deployment options.
Create a superior, omni-channel customer service experience that builds loyalty.
What does this solution do?
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 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 e.g. phone, mobile phone, regular 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. Amazon Contact Lens for 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 recording.
Customer service architecture
Want to know more?
The Customer Engagement using AI/ML for Airlines, Customer Engagement using AI/ML for Lodging and the Customer Engagement using AI/ML for Restaurants Reference Architectures improve customer experience and brand loyalty by personalizing interactions with travelers and guests, while improving call times and response times. These architectures make it easy to quickly recognize travelers and guests, their needs and intent, and optimize interactions leveraging Amazon Connect and Amazon Lex to reduce call handling times.
Leading travel and hospitality companies are transforming their customer service experience by launching a Modern Contact Center for Travel and Hospitality. Contact our experts and start your journey today.