Microsoft partner GCI will implement Skype for Business and an Enghouse Interactive virtual contact centre at Travel Counsellors – a move that will enable the corporate and leisure travel company’s 2,000 employees to more effectively collaborate.
Travel Counsellors will use the solution to route and log calls, take secure PCI-compliant payments and simplify the customer journey from initial enquiry to booking confirmation, all whilst meeting the new General Data Protection Regulation requirements.
GCI’s support will also enable Travel Counsellors to expand its team of home-based travel experts by over 200 this year.
“After some time considering the requirements to support our global teams of travel franchise owners and head office support staff, we invited a number of companies to participate in a procurement process,” said John MacMillan, programme manager at Travel Counsellors. “During the various stages we were impressed with how GCI demonstrated a clear understanding of our business and requirements.”
GCI will provide Travel Counsellors with a highly-accessible platform, including multiple enterprise-grade servers and disaster recovery options. Travel Counsellors ’s employees across its seven territories will connect to the platform over new private multiprotocol label switching connections back to GCI’s core network, where they will access Skype for Business services.
Travel Counsellors will also receive GCI’s updated secure payments capability. By using GCI Live Agent and automated PCI De-Scope options, Travel Counsellors will be able to securely take payments from customers whilst ensuring that all sensitive card data is removed from the company’s head office and home office environments.
“Travel Counsellors very much embodies the modern workplace, with office-based and virtual workers that need to connect securely and seamlessly to systems – wherever they may be,” said Joe Murray, enterprise new business director at GCI. “This agile method of working has enabled them to continue to grow quickly, and we look forward to supporting the company with modern cloud-based technology that will give them the flexibility to enjoy further growth and continue to provide their customers with great travel experiences.”