Dimension Data has been appointed by online travel agency Agoda to improve the Singapore-headquartered firm’s customer experience through enhanced engagement with users.
It will do this through the implementation of the omnichannel platform Genesys PureEngage, which claims to offer a personalised, customer-centric approach across all communication channels.
“We are excited to partner with Agoda to implement Genesys PureEngage, and to help them achieve their objectives of building sustainable relationships with their customers through improved communications, as they tap onto the latest technology available,” said Sutas Kongdumrongkiat, CEO of Dimension Data Thailand.
“Our partnership with Agoda began with a deep understanding of their needs and objectives to enhance existing customer engagement and satisfaction levels."
With the rising prevalence of social media and various communication channels, Agoda sought a partner with the necessary expertise in consulting services, skills and technical capabilities in customer experience technologies.
Phase one of this project has now been completed which includes the implementation of email and voice communications through Agoda’s Genesys platform.
This provides the agency with a "stable and efficient" system to handle high volumes of voice and email customer interactions. As a result, the firm has seen an improvement in customer satisfaction and employee productivity.
Through the implementation of phase two, Dimension Data will implement the Genesys instant messaging application solution for Agoda.
The technology integrator will continue to provide its managed services to Agoda, offering support to ensure optimal performance and uptime.
"We look forward to a continued partnership with Agoda as they seek to constantly innovate with technology and nurture meaningful customer relationships," Kongdumrongkiat added.
Furthermore, it is expected that new capabilities will continue to be added without interruption to Agoda’s services.
This ensures that customers will only notice an improved experience with the agency as they communicate with the brand on almost any platform of their choice, ultimately, building brand loyalty and Agoda’s customer base.
Improved customer experience is increasingly considered a major point of differentiation for organisations, with investments seen to be increasing in this area, particularly around the implementation of digital transformation, and the increasing use of data and AI.
In 2018, the integrator partnered with a major financial services group in Asia in an effort to bolster their end-user experience through improved digital services.
An end-to-end solution was provided that integrated the customer's existing contact centre infrastructure and applications to develop a video servicing banking platform, in what they consider a first of its kind in Asia.
This particular project used Cisco’s remote expert solution as a core component in an on-premise solution that provides a live video feed, enabling agents to efficiently serve customers at the machine’s interface.