All-in-one CX for a global airline & hospitality BPO
Customer snapshot
A global BPO with 25,000+ employees catering to multiple airlines across APAC and Europe, running 900+ concurrent agents across customer service and outreach.
The challenge
Legacy systems were slowing the business down, and channels ran in silos.
Siloed voice, chat and text platforms, with services lagging the pace of the business.
Weak CRM integration and ineffective self-service.
Multiple-vendor management adding overhead.
The solution
Exato deployed NiCE CXOne as a single platform for outreach and customer service, migrated to the cloud in 21 days, with deep integration into the customer’s CRM and on-premise workforce-management systems.
All-in-one NiCE CXOne
One platform for outreach and customer service, replacing siloed voice, chat and text.
Deep CRM & WFM integration
Integrated with Salesforce (SFDC) and the on-premise workforce-management system.
Omnichannel deployment
WhatsApp, SMS and social channels brought into one experience.
Agile engagement
Delivered in close, agile engagement with the business.
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See what an all-in-one managed CX platform looks like for your business
Book a 30-minute demo and we’ll walk through how Exato would run this for your team.