By The Nation
Agoda said it is working closely with Dimension Data to implement a technology platform from Genesys, the global leader in omnichannel customer experience and contact centre solutions. The omnichannel capabilities of Genesys PureEngage enables Agoda to improve service at every touchpoint for customers.
Named by Frost & Sullivan as the Best Thailand Enterprise Systems Integrator of 2018, Dimension Data goes beyond systems integration, offering fully managed services and collaboration with many of the world’s top brands.
Dimension Data’s vast expertise in analysing, strategising, deploying, and managing technology means their clients receive a smooth migration that can be scaled up or down as needed with support available to anywhere in the world.
As an OTA, it is imperative for Agoda to have the ability to communicate with their customers across all communication channels. In today’s world of countless social media and messaging platforms, and with new methods being introduced all the time, this could become a challenge. With that in mind, Agoda selected the industry leading omnichannel customer engagement and employee collaboration Solution, PureEngage.
To implement PureEngage, Agoda said it chose Dimension Data because of the their consulting services skills, technical capabilities, global reach and wide support footprint. Dimension Data is working with Agoda as a partner, understanding the need to take customer engagement and satisfaction to the next level.
Recently, Dimension Data and Agoda completed the first phase of the Genesys implementation relating to email and voice communications. Now that Agoda has a stable and efficient system to handle the high volume of voice and email customer interactions, Dimension Data and Agoda are concentrating on integrating the Genesys instant messaging application solution. Once completed, Dimension Data will continue to work with Agoda, offering support to ensure that the Genesys solution is performing at its peak and assisting with any requirements to scale, upgrade, or adapt the system.
As new capabilities are being added seamlessly without interruption of services, customers will only notice a more enriching experience as they can communicate with Agoda on almost any platform they wish, resulting in increased brand loyalty and new customers, the company said.
Sutas Kongdumrongkiat, CEO, Dimension Data (Thailand), said: “Here at Dimension Data Thailand, we are excited to partner with Agoda to implement Genesys PureEngage. With this state-of-the-art system and Dimension Data’s support, Agoda can build sustainable relationships with their customers through improved communications using the latest technology available.
“Technology is constantly changing, and we are honored to help Agoda stay up to date and available to their customers across multiple methods of communications.”