Travelocity Delivers Superior Customer Experience and Reduces Operating Costs with Oracle RightNow
By Tony Berk on Mar 30, 2012
Turning the spotlight to our newest member of the CRM and Customer Experience (CX) family, RightNow, we highlight one of many customer success stories.
Travelocity is a leading provider of consumer-direct travel services for the leisure and business traveler. It markets and distributes travel-related products and services directly to individuals through Travelocity and its various brand websites and contact centers, and websites owned by its supplier and distribution partners.
Before RightNow, Travelocity was running one system for its agent desktop and a separate email solution. Toggling between systems was inefficient and cumbersome. The RightNow contact center solution enables Travelocity to react at a moment’s notice and get customers the information they need before, during, and after their trip while maximizing agent productivity and driving revenue. Superior customer experience is one key reason why Travelocity continues to be a leader in the industry.
The RightNow contact center solution supports Travelocity across its global brands with multi-channel support to provide superior care however customers communicate with the company—via phone, email, web, chat or mobile.