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.

Reduce operating costs

Reduce contact center costs, accelerate agent training, improve agent productivity, and only pay for what is used. A recent study by Forrester found deploying Amazon Connect resulted in an average 31% subscription cost savings and 241% ROI.

Transform into a profit center

Boost revenue with higher operating margin and cross-sell opportunities. In a recent study, Forrester found the enhanced customer experience provided by Amazon Connect resulted in an average revenue increase of 2% and reduction in refunds and replacements by 15%.

Promote efficiency and self service

Utilize machine learning to promote customer self-service and automation so agents can focus on the most crucial issues and high-value engagements. Forrester’s study found Amazon Connect reduced average call volume by 8-24% and average handling times by 15%.

Provide an exceptional, omnichannel experience

Increase customer satisfaction through improved information and personalization across all customer touchpoints. Travel and hospitality customers such as Subway have reported dramatic CSAT score improvements.

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.

FEATURED CUSTOMER
Priceline
“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

CUSTOMER STORY
Best Western
Best Western

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.

Explore the story »

CUSTOMER STORY
Margarita's Mexican Restaurant
Margarita's Mexican Restaurant

Transforming eat-in restaurant Margarita’s to a successful delivery, carry-out business using Amazon Connect.

Explore the story »

CUSTOMER STORY
RedAwning
RedAwning

RedAwning, offering vacation rental properties in more than 10,000 destinations, scaled great customer service using Amazon Connect and AWS AI Services.

Explore the story »

Resources for modern contact centers

BLOG
What’s next for modern contact centers?

Massimo Mornin of AWS Travel and Hospitality uncovers the benefits of the Modern Contact Center for Travel and Hospitality.

Read the blog »

REPORT
The total economic impact of Amazon Connect Forrester Research

Forrester reports that found Amazon Connect reduces costs and improves customer experience.

Read the report »

BLOG
Improving customer service interactions in the hospitality industry

Amazon Connect empowers the hospitality industry.

Read the blog »

BLOG
How conversational AI elevates the traveler experience

The CEO of NLX, a AWS Travel and Hospitality Partner shares insights.

Read the blog »

BLOG
Quickly set up remote contact center agents with Amazon Connect

Learn how to set up remote agents in minutes.

Read the blog »

PARTNERS
AWS Travel and Hospitality Partner Competency

Various AWS partners can help you implement a modern contact center solution.

Explore Partner solutions »

BLOG
How to handle unexpected contact spikes with Amazon Connect

Read how travel and hospitality companies can manage spikes in call volumes.

Read the blog »

VIDEO
What is Amazon Connect?

Learn more about Amazon Connect, an omnichannel cloud contact center that scales to support any small, medium, or large business.

Watch the video »

VIDEO
Getting started with Amazon Connect

Learn more about getting started with Amazon Connect.

Watch the video »

PRESS RELEASE
AWS announces five new capabilities for Amazon Connect

Customer service representatives can now offer more personalized, efficient, and effective customer experiences.

Read the press release »

PRESS RELEASE
Jack in the Box goes all-in on AWS

Jack in the Box customer service is better able to understand customer sentiment and trends.

Read the press release »

Click the use case below for a technical deep dive on the architecture, best practices, and deployment options.

  • Use cases

    Customer service

    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

    Disaster recovery architecture
     Click to enlarge

    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.

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Get Started

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.