International Business Process Management services provider, Intelenet® Global Services, announced that leading independent research firm, NelsonHall has recognised the company as a leader in Customer Engagement Services within Travel & Hospitality. Key drivers for travel & hospitality companies to turn to technology companies is to enhance the customer experience, streamline operational management and boost revenue generation.
Intelenet Global Services received the accolade for consistently demonstrating cost optimisation, revenue generation and customer experience improvement through its patented technology travel suite.
Ivan Kotzev, Principal Research Analyst for Customer Experience Services at NelsonHall said: ‘For the travel and hospitality sectors, Intelenet boasts a highly-specialized skillset, a multishore delivery network including work-at-home resources, and a stack of proprietary domain tools and technologies. All these strengths make it well equipped to address the future needs of a highly dynamic industry focused on digitalization and personalization of the customer experience.’
With its robotics-driven workflow solution iSafe and GDS training academy, Intelenet reduced 20% in back-office costs and reduced up to 50% reduction in revenue leakages. Through speech analytics and webchat technology, Intelenet was also able to increase the conversion rate of customer interactions by 3% within 90 days using speech analytics implementation, resulting in a $30m annual revenue uplift.
Bhupender Singh, CEO at Intelenet® Global Services. “In the hospitality industry, the experience is part of the product and what you are selling. And in the age of the customer, the relationships you build with customers are the greatest source of competitive differentiation.”
“To absorb the negative impact of mounting costs, next generation technologies such as automation and analytics must be employed to streamline the back-end processes and enable employees to focus on improving the customer experience.”
