Cloud Comms, Collaboration, Contact Centre and Cyber solutions firm, Babble, has finished its biggest digital transformation yet for WebBeds, the B2B division of Webjet Limited. Taking 22 isolated pieces of technology and amalgamating them into one global solution, the migration was successfully completed within just 24 hours, allowing 1,500 staff to access the new solutions as morning broke in their respective time zones across the globe.
The major project has transformed the leading travel wholesaler’s contact centre and telephony solutions, through the introduction of UCaaS and CCaaS solutions across 22 sites in 16 countries, eight of which were in challenging locations due to their local telco regulations. Babble delivered the industry leading unified comms and contact centre solution – that was designed specifically for WebBeds’ requirements – entirely remotely and without any service interruption.
Combining Microsoft Teams and Five9’s cloud contact centre software will vastly improve WebBeds’ existing telecoms and customer experience, whilst reducing overall operational costs and increasing visibility. The industry leading project has resulted in the business experiencing major efficiency improvements, with almost 3,000 calls completed within the first day.
Alaa Saleh, Chief Operating Officer at WebBeds, said: “With over 350,000 properties across more than 12,000 destinations, it’s vital that we have a technology solution that enables our staff around the globe to work harmoniously together. The work carried out by Babble enabled us to completely transform the way in which we work, building a bespoke solution that helped improve our operational efficiencies. The results achieved have already proven the value Babble has added and we’re looking forward to seeing how the project helps WebBeds grow over the coming months.”
Mark Jordan, Managing Director for Contact Centre at Babble, said: “Delivering this solution for WebBeds under such challenging circumstances is something that we’re extremely proud of – it is certainly a first for the industry to complete a project of this scale, in such a short turnaround and without any service disruption. Our flexible team achieved this by engaging with key stakeholders across the globe to implement a custom-built cloud solution that is already delivering major productivity advantages for the WebBeds team.
“With the travel industry under more strain than ever before, this project has shown just how important it is for firms to build in technological resilience that will allow them to reap the rewards as the world reopens.”
Source: Babble
This post was published on 6 July 2021 9:05 pm