Cleartrip

Cleartrip, an online travel company that provides comprehensive travel experiences throughout India and the Persian Gulf region, uses the tagline “Making Travel Simple.” As a one-stop-shop for their customers’ travel needs, Cleartrip sought a similar DNA for their telecom requirements—an all-in-one platform that simplifies the customer experience.

Cleartrip replaced its legacy, multi-system approach in favor of a unified voice infrastructure from Genesys, establishing the company as the preferred customer service center for the online travel space in India.

Benefits

• 80% handling of eligible cancellations through self-service
• 70% customer recognition rate with self-service
• 21% increase in Service CSAT within eight months of implementing Genesys
• More than 98% of callers are transferred to the right agent the first time
• <1% abandoned call rate
• Sales CSAT increased from 81% to 89% within two months

Challenges

• Create unified platform across all call centers
• Use self-service options to deliver seamless customer experience
• Proactively identify and know customers
• Gain real-time visibility into reporting
• Monitor call volumes and service levels in real time
• Improve call recording and quality management

Product

Genesys^TM

Solutions

• Self-Service
• Omnichannel Desktop
• Workforce Optimization
• Integration