The client is a leading marketing company renowned for representing the most prestigious resort brands worldwide. With a focus on luxury all-inclusive vacations, they ensure exceptional customer experiences through personalised service and comprehensive travel solutions. Their extensive portfolio includes some of the most celebrated resorts in the Caribbean, known for their stunning locations, world-class amenities, and impeccable service.
To continuously innovate and maintain the high expectations of their guests, the client was looking for a new, AI driven customer engagement solution that would power the next phase of their digital journey.
  • Challenge
  • Solution
  • Outcome

Challenge

As part of their ongoing digital and cloud journey, the client approached Natilik and Cisco looking to transform their customer experience tools globally for 1,000+ users globally. This meant moving away from their legacy Avaya solution, that limited their ability to innovate and deliver the exceptional level of customer experiences that their brand requires.

Solution

The Natilik and Cisco teams proposed a single agile and flexible Webex Contact Centre solution, alongside Webex Calling, for one seamless experience for both their agents and their customers. To ensure they see the maximum return on their investment, and their agents and supervisors can get fully up to speed as quickly as possible, the Natilik team also proposed a suite of bespoke managed services including training and adoption.

Outcome

The client now benefits from world-class AI capabilities, which was essential to them. The integrated solution supports seamless flexible working for all agents and supervisors, facilitating exceptional customer experiences with every interaction. By simplifying and consolidating workloads through centralised management, the client has gained bandwidth to focus on innovation. The new solution operates on a consumption basis, eliminating the need to budget for underlying infrastructure or upgrades. This, combined with
the consolidation of all support contracts into one easy-to-manage agreement, has transformed the billing process, saving the team valuable time.

  • 5

    locations

  • 600

    agents

  • 1,000+

    users