Fox World Travel is proud to announce the implementation of their next generation cloud contact center. In coordination with Five9 to scope, design, and implement this new contact center solution, Fox has started the transformation from a traditional call center to a much more dynamic, and intelligent experience for Fox’s travelers.
Shortly after joining Fox World Travel in the fall of 2018, Sam Hilgendorf, Chief Information Officer recognized an opportunity:
“When I first joined Fox, I saw an extremely traveler-centric agent team trying to use a tool that limited their ability to provide the best possible experience to travelers. We saw the need to provide our travelers with a variety of channels to reach an agent, whether that was through a phone call, email, or chat. We also knew that we needed the ability to provide our agents with real-time, relevant information during their interactions with a traveler.”
With reliable, efficient client communication as a central ingredient to Fox’s core daily business activity, selecting the right infrastructure partner with a native omnichannel solution was critical. Five9 was the easy choice after seeing the platform’s capabilities combined with the Five9 leadership team’s vision for digitally transforming the traveler experience through artificial intelligence and natural language processing.
As AI and real time natural language processing are introduced into the Five9 platform, Fox will be able to leverage this technology to not only understand voice or text conversations, but further apply that knowledge to aid in traveler consultation and provide a higher level of service never before possible.
“The integrated voice, email, and chat capabilities combined with the agility of a software-as-a-service platform was already a compelling solution. Add in the vision and investment Five9 is making into AI and NLP, and we saw a platform that would proactively evolve and scale with our growth.”
Founded in 2001, Five9 has been a visionary in cloud contact centers, and has been recognized as Gartner Magic Quadrant leader for the last five years. The Five9 mission is to empower organizations to transform their contact centers into customer engagement centers of excellence, while improving business agility and significantly lowering the cost and complexity of their contact center operations.
“Five9 is proud to partner with innovative companies, like Fox World Travel, to provide superior customer care and make customer service a more human experience,” said Jonathan Rosenberg, Five9 CTO and Head of AI. “We are excited to see Fox leveraging our intelligent cloud contact center to put their customers at the heart of their travel business.”
With this new foundation established, Fox World Travel is looking forward to evolving their client interactions, bringing new real-time intelligence to agents and travelers as they are working through the complexities of the travel ecosystem.
Related PostsView More
Reactive, Proactive or Adaptive: Transforming Duty of Care
Duty Of Care: An organization’s legal obligation to do everything reasonably practical to protect the health and safety of employees. Duty of Care has always been top of mind for Fox and... Read More
Partnering with Deem to Bring Innovative Travel Management Solutions to Customers
Getting back to travel looks different for every organization and priorities have likely shifted. At Fox, we pivot based on our customer’s unique needs, most often leaning on technology and... Read More
Supplier Highlights: Welcome to Summer
The summer travel season is upon us. And don’t expect this summer to be like previous ones. Europe is opening, domestic route networks will look a bit different and airlines and bring the... Read More