NelsonHall places Intelenet as a leader in Customer Engagement Services for Travel

India, June 21, 2018: International Business Process Management services provider, Intelenet® Global Services, announced that leading independent research firm, NelsonHall has recognised the company as a leader in Customer Engagement Services within Travel & Hospitality. Key drivers for travel & hospitality companies to turn to technology companies is to enhance the customer experience, streamline operational management and boost revenue generation.

Intelenet Global Services received the accolade forconsistently demonstrating cost optimisation, revenue generation and customerexperience improvement through its patented technology travel suite. 

Ivan Kotzev, Principal Research Analyst forCustomer Experience Services at NelsonHall said: ‘Forthe travel and hospitality sectors, Intelenet boasts a highly-specializedskillset, a multishore delivery network including work-at-home resources, and astack of proprietary domain tools and technologies. All these strengths make itwell equipped to address the future needs of a highly dynamic industry focusedon digitalization and personalization of the customer experience.’ 

With its robotics-driven workflow solution iSafe andGDS training academy, Intelenet reduced 20% in back-office costs and reduced upto 50% reduction in revenue leakages. Through speech analytics and webchattechnology, Intelenet was also able to increase the conversion rate of customerinteractions by 3% within 90 days using speech analyticsimplementation, resulting in a $30m annual revenue uplift. 

BhupenderSingh, CEO at Intelenet® GlobalServices. “In the hospitality industry, the experience is part ofthe product and what you are selling. And in the age of the customer, therelationships you build with customers are the greatest source of competitivedifferentiation.” 

“To absorbthe negative impact of mounting costs, next generation technologies such asautomation and analytics must be employed to streamline the back-end processesand enable employees to focus on improving the customer experience.”

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