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Permalink to Staff Augmentation: Travel’s talent crunch defines on-demand workforce - IGT Solutions - ContactCenterWorld.com Blog

Permalink to Staff Augmentation: Travel’s talent crunch defines on-demand workforce

When it comes to any successful organization –it runs on 2 things – the quality of its people and the quality of its processes. For travel, both play an equally dependent role – one cannot be a good travel service provider, if their technology vision team is weak and a traveller will not bet on a poor performing provider.

And as competitive as Travel is; hiring, training and retaining talent is critical to your organization in ensuring that the IT processes and applications are performing optimally. With IT’s undeniable importance in Travel – eg: applications that support and transform services, quality mobile application development and maintenance, IT infrastructure management; obtaining skilled professionals who deliver is a challenge. Travel too is looking at a “capabilities-driven strategy”, and possibly to fast-track resource management.

Anyone that’s ever worked on a big IT project, a tight scheduled deadline or a technology challenge knows the value of having the right resource on hand to get things done. While, some seek 3rd party help to host their IT environment or manage their applications, many others opt for staff augmentation where external IT talent is augmented in-house. Such IT talent is then trained and fostered under live environment. Often called ‘acquired talent’, staff augmentation gives the flexibility to obtain resources for projects that run critical applications or leverage new technologies.

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Why Staff Augmentation? Staff Augmentation helps on a number of business fronts including faster time-to-market, right skill at the right job, lowering cost of training and development and flexibility of managing niche projects without the effort of ‘raising an army’.
Companies stand to gain huge benefits by moving from transactional hiring to strategic IT staff augmentation model. The benefits can be marked as the following:

Cost Effective – With IT staff augmentation, there is no sitting army that you’re maintaining. One pays for the work you need, when you need it and only for the right skills at the right times.

Control: With Staff augmentation, one has complete clarity and control over resource allocation, delegation of tasks and a transparency in the step-wise execution of the project. You’re always at the wheel.

Accelerate time-to-market: It doesn’t matter how pretty the car is, without a good pair of wheels, it’s not going anywhere. The right talent, at the right time, on the right project. Staffing helps cherry pick the right skills for the project in the least amount of time.

Counteracting Attrition: Recent studies show that as the economy improves, up to 40% of employed IT professionals are looking to move. Attrition is a double edged sword as talent is a 2nd most precious commodity in our business. Staff Augmentation can solidify your staffing needs as when you need them – so hiring, retaining and training is the least of the worries.

Flexibility: Travel evolves so quickly that benchmarking a single type of skillset is not really plausible. For Eg: Airline Mobile App services or mobile application services for Hotels that are now the norm. To stay ahead of the curve, one has to be prepared for new technologies and skillsets that are not really in market right now.  Staff augmentation can help get the niche specialized skillset on a project-to-project basis who are ready to hit the ground running.

Addressing the talent deficiency in Travel
Supply chain deficit: The deficit is not so much in terms of talent, as it in terms of domain specific IT talent. The need of the hour for travel is to channel the correct resources with critical domain expertise in verticals such as Airline, GDS, Rail, Hospitality, TMC etc. You don’t need an IT engineer who doesn’t know the ‘A’ of Aviation. This deficit in domain knowledge increases time to market and cost of training.

Domain specific IT resources: Travel’s niche areas and services make it difficult to find trained IT experts with domain matter expertise. Few like IGT’s staff augmentation services match skill to domain expertise to balance performance against future growth.

IGT’s professional services provide on-demand skilled resources to work directly on client sites. IGT’s trademark travel expertise means our skilled staffing are domain experts in Reservation, DCS, Ticketing, Cargo, Fares & Pricing, Route Profitability and more.

IGT’s staffing includes operational efficiency too, as it helps with:

  • Change Management
  • Technology Management
  • Process Management Initiatives

IGT’s staff augmentation facilitates improved operations at reduced costs via:

  • Skill efficiency with domain expertise,
  • Intelligent prioritization of resources and training;
  • Resource utilization
  • Project tracking

According to Deloitte’s Global Human Capital Trends 2015, workforce capability and organization ‘readiness’ has been significantly challenged due to technology and talent skill gaps. To meet these challenges IGT resources are certified in key technologies and work with you from IGT’s multiple global delivery centers worldwide to provide end-to-end support for applications, infrastructure and business processes.

Staff Augmentation with domain specific expertise is the road to sustainable advantages in the long run. Simply put IGT enables that the right people with the right skill set deliver on the right expectations.


About the Author
:
 
Renee Kishore is digital marketing specialist, and a published author. A researcher and writer of change tactics and technologies in travel and other verticals, she frequently posts across the digital ecosystem. With 8-yrs of experience in communications and marketing, Renee has a passion for discussions and can be reached at: renee.kishore@igt.in


Sources
: Deloitte Global Human Capital Trends 2015, PwC’s 19th Annual Global CEO Survey, PwC’s 18th Annual  Global CEO Survey, IGT staff augmenation CoE , Insights from PwC’s 2015 Global Operations Survey

Source: https://www.igt.in/blog/staff_augmentation_travel_workforce

Publish Date: March 9, 2016 5:00 AM


2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

2.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

4.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

5.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

7.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

8.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

9.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

10.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

11.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

12.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

13.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

14.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

15.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

16.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)

17.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234



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