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Permalink to Engaging the Outbound Chinese Travel Market - IGT Solutions - ContactCenterWorld.com Blog

Permalink to Engaging the Outbound Chinese Travel Market

The Connected Chinese Journey
With a prediction of 200 million+ outbound trips per year by 2020, China’s outbound millions are one of the most lucrative audiences for travel providers in a long time. The Phocuswright-IGT study ‘China Unbounded: The Rise of China’s Oubound Millions’ provides in-depth data, informed insights about Chinese travel preferences and destination choices, and its potential impacts in the global travel ecosystem.

In this blog, we cover key points from IGT/Phocuswright China Report, and provide recommendations on how to upsell tourism destinations in the Chinese market, highlight the latest trends and their implications to a Travel business’s bottom line.

As the Chinese economy grows stronger and more connected, they are defined by their digital and m-commerce leadership, device penetration and spending habits. The Chinese traveller is mobile and an “on-demand Traveller” with high expectations of dynamic connectivity, personalization and “seamless” digital services across their journey. Travel providers need to strategize end-to-end connectivity and hyper-localize personalization (payment, language customizations etc) and intent across the ecosystem of devices, services, and partners.

Firstly, understanding their travel cycle from intent, motivation to behavior and in-destination behavior is crucial in engaging them. Since Chinese tourists mostly stick to pre-determined itineraries, you have to get them before they leave. Brands should engage travellers through local channels such as Weibo, WeChat in the average four to six-week research period prior to travel and then retargeting travelers once they arrive at their international destinations.

Key Chinese Travel Cycle trends according to the buying pattern:

Inspiration: The journey starts online
• Mobile is key to research, social sharing and even bookings via apps like WeChat, Ctrip etc
• Shopping, Social community, Videos and local celebrities are key motivators

Research: It’s all Local and digital
• Local OTAs lead bookings and research – Ctrip is the leading website among outbound travelers who book online
• Planning and research happens though websites, apps and smartphones
• China’s younger travelers, increasingly use the popular WeChat platform to conduct pre-trip research.
• The average age of a chinese traveller is between 22-44

Buy on-the-Go:
• 53% of package purchases go through apps and mobile websites
• China’s online payment methods enjoy traction not seen in any other major travel market
• Apps account for 38% of mobile package bookings, 37% of mobile lodging

In-destination experience
• Mobile is key to research, social sharing and even bookings via apps like WeChat, Ctrip etc
• Shopping, Social community, Videos and local celebrities are key motivators

Sharing the experience
• Social media provides an immediate outlet to share reviews

Chinese Travellers use hand-held devices and multiple methods of engaging with your organization as they plan, book, and execute their travel plans. To maintain consistent engagement, Travel providers should embed a unified and strategic approach, using services-based business models, connecting the entire length of the journey. This is found to be fundamentally challenging, as the Chinese traveller’s preferred use of platforms, mobile and apps is starkly different compared to its western counterparts.

So how does one adapt to these “foreign” digital challenges?

Adapt Connectivity: Travel providers can reduce time-to-market and operation costs with partnerships with local Chinese players driving effective reach and opportunities. Managed travellers expect to be connected via mobile device at every point during the journey with multilingual options for booking, payments, researching and customer support. Local OTAs provide superior branded app experiences, whereas websites and customer support with language customization break localization barriers. Offering this for seamless connectivity is smart.

a. Personalized – multilingual customer support, wi-fi, and language customization are the norm
b. Localize Across Devices: Multilingual websites, apps, social messaging, chats
c. Local discovery – Features like curated guides, translations plus offline maps.

For eg: Marriott Rewards has partnered with DaoDao, TripAdvisor’s official Chinese website, to provide Chinese travellers’ access to location-based recommendations and reviews.

Mobilize & Localize:
While Mobile makes the Chinese outbound journey connected, multiple touch-points can fragment that experience. To build reach, keeping the customer connected to a single platform and partner is the key. For example, Travel providers trying to reach guests for connected experience, messaging app, WeChat helps navigate language, cultural and payment barriers in one platform with an amalgamation of social media, instant messaging, m-commerce features. In fact, Four Seasons introduced an updated multifunctional, content-rich global app with in-language customizations and support. Let’s look at numbers:

  • 53% of Chinese tourists travelling abroad used mobile apps to book (hotels, flight ticket, attractions ticket)
  • Driving reach with local partners (Ex: Uber has a partnership in place with Alipay that has allowed Chinese users to use their Alipay app to hail Uber rides in other countries and use the Chinese platform to pay.)
  • Language customizations play a key part in building loyalty and experience.

Going the extra mile: Consider personalizing their in-destination activity. The need for personalization around intent has markedly different expectations for in-destination experiences. For example Hotels can provide apps that come with language customizations, maps, recommended restaurants and leisure activities tailored to their profiles. Additionally, they can help travellers find the nearest designer store or receive a promotion tailored to their profile preferences based on the weather in that city. For this data and real-time analytics plays a crucial role, by leveraging Location-based data with traveller profile and insights, for a personalized offer or service.

By going the extra mile, hotels can build loyalty as many outbound travellers prefer to come back to their preferred place of stay. Similarly on-ground experience can also be personalized. Having staff that speak Chinese or including items such as teapot in their rooms can help personalize their experience. The Hilton Huanying program extends an authentic welcome to Chinese travelers. Ex: guest rooms are outfitted with amenities such as tea kettles and slippers, and breakfast includes traditional Chinese items such as dim sum, congee etc.

Connected Experiences: To summarize – Mobilization, Localization and Personalization are the corner stones for creating unique and unified experiences for the Chinese outbound traveller. In the past, Travel providers took a more traditional, centralized approach of ‘meeting at the point of sales,’ but now it’s imperative to have digital services that build a continuous interaction with the Chinese traveller – pre, during and post travel.

How IGT creates Connected Experiences:

By tapping into mobility, language customizations and personalized service IGT creates differentiated experiences that can help enrich services, gain customer insights, increase efficiency, and create differentiation opportunities.
Recently, in a first-of-its-kind hospitality solution, IGT and Cachet Hotel Group, Asia’s leading hospitality chain, came together to develop Cachet World, CHG’s proprietary technology platform. It aimed at bringing greater mobility and seamless control across segments including hotels, residential, restaurants and entertainment, enabling significant value to guest and owners.

Today, more traveller interactions today begin on one channel and then migrate onto others. IGT Digital Contact Center services in 20+ languages, with analytics that improve staff efficiencies and personalization opportunities. Building s bring control and clarity to the entire traveller lifecycle.
Outbound market’s potential requires investment priorities to meet the needs of today’s Chinese passengers and it needs to begin now.

Source: https://www.igt.in/blog/engaging-the-outbound-chinese-travel-market/

Publish Date: September 15, 2016 5:00 AM


2020 Buyers Guide Cloud Contact Center Solutions

Page: 12
1.) 
Premium Listing
NobelBiz Corporation

NobelBiz OMNI+
NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
PH: 760.405.0105


2.) 
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)
PH: +603 5569 9816

3.) 
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.

4.) 
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)

5.) 
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!
PH: 800-886-9199

6.) 
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.
PH: +1 512-872-7565

7.) 
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)
PH: 8005771872

8.) 
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.
PH: 800-741-2998

9.) 
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:

10.) 
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.
PH: +61288803111

11.) 
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.

12.) 
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.
PH: 18665474764

13.) 
Edify Labs

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.

14.) 
Envision

Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.

For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
(read more)
PH: 206-225-0800

15.) 
Fonolo

Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.

Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.

This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
PH: 416-366-2500

16.) 
Geomant

Microsoft Teams Contact Centre
Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
PH: 01789 387900

17.) 
Integra CCS

uContact
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Gamification
- Recording
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.

18.) 
Intelligent Contacts, Inc

Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
Key ROI metrics:
• 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls
• Answering Machine Detection rates averaging 85-92%
• Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery.
Core features
• 100% TCPA-compliant auto dialer platform
• Unlimited line capacity and instant scalability
• Call recording and data storage (included)
• No agent s...
(read more)
PH: 1 800 214-7490

19.) 
Lieber & Associates

Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
PH: +1-773-325-0608

20.) 
Megacall

Megadialer
Increase the efficiency of your agents and generate a higher volume of effective calls saving time and money.
How it Works
With Megadialer you can choose the most appropriate dialling method for your campaign: previous or predictive.

Easy to Use Interface: Modify campaigns to suit your business

Customizable Campaigns: Numerous modules that will make your management easierl

Real-Time Analytics: Control all processes in the MegaDialer interface in real-time

All our rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511
 
Page: 12



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