According to the US Travel Association, domestic leisure travel spending has already exceeded pre-pandemic levels. Domestic business travel volume is expected to reach pre-pandemic levels of 96% in 2023. International inbound travel is also making a big comeback, aided by the drop in pre-departure Covid testing. That’s why Waterfield Tech is announcing an exciting application of the Twilio Flex solution with Xcelerate designed to help travel agencies and reservation organizations quickly address growing demand and the time, effort, and staffing it takes to improve contact center infrastructures.
Travel organizations are looking more closely at their customer engagement platforms to reduce infrastructure and operating costs, together with call handle and deployment times. Delayed or canceled flights during heavier travel seasons this year contributed to increasing chaos experienced by customers and supporting organizations. Furthermore, a recent study by Forrester’s US 2022 Customer Experience Index showed that nearly 20% of brands saw a drop in customer experience quality which is a reverse in gains garnered in 2021 and could cost organizations brand loyalty and repeat business.
Waterfield Tech helps organizations deploy cloud omnichannel platforms such as Twilio Flex with Xcelerate for a better customer, supervisor, and agent experience to help organizations future-proof their business. This leading cloud programmable contact center platform allows customer experience leaders to own their own roadmap and to actively evolve differentiated customer experiences. Twilio-Flex, together with Xcelerate, simplifies deployment and provides agent and supervisor tools needed to support their business with speed, agility, and efficiency.
Clients deploying these cloud solutions will skip the upfront development and get up and running fast with prebuilt features and integrations with complete control to customize and adapt to their individual contact center. These solutions uniquely free them from the limitations of packaged SaaS applications or requiring long development timelines for change requests or carrying overhead to support legacy systems. With Xcelerate, organizations have even more flexibility, features, configurations, and functionality, positioning them well for the future of Twilio-Flex.
