Cloud Comms, Collaboration, Contact Centre and Cyber solutions firm, Babble, has been chosen by WebBeds, the B2B division of Webjet Limited, to transform its contact centre and telephony solutions via a major strategic project which will see the introduction of Artificial Intelligence (AI) at the leading global travel wholesaler.
The announcement continues the trend which has seen a significant uptick in enquiries at Babble from businesses across all sectors as organisations seek to drive business resilience, efficiency and customer experience during the challenging times presented in 2020.
The large-scale project to outsource group-wide telephony for the first time and in line with the WebBeds long-term strategy to introduce fully automated AI, will enable automated processes in the day-to-day work stream of its contact centre.
Babble will be embedding process automation and the use of powerful cloud-based AI technology to speed up customer queries and responses and reduce the risk of human error, whilst allowing WebBeds’ customer service teams to focus on more complex requests and tasks. The new contract will also see Babble automate the communications the travel business’s customers receive 48 hours prior to travel.
Alaa Saleh, Chief Operating Officer at WebBeds, said: “After several high-profile acquisitions, we needed to consolidate a wide range of siloed telephony sites and move to a single solution that could operate globally and at scale.
“By taking advantage of integrated technology across our wide range of booking systems and introducing AI and process automation in simplistic, repeatable tasks, we’ll see immediate productivity advantages which will allow us to rapidly grow our business and remain at the forefront of the global travel industry. Working alongside Babble, we look forward to reinventing our customer journey and transforming our operational efficiency.”
Matt Parker, CEO at Babble, said: “Since March, our business has been helping more and more customers revolutionise the way they operate while continuing to provide fantastic customer experiences.
“We’re delighted to have been appointed by the team at WebBeds to add real value to their business. As one of the world’s biggest travel companies – with 50 offices and 1,600+ employees – WebBeds’ appointment highlights how trusted we are as technology partners for large, global businesses that are looking to maximise operational efficiency, flexibility and customer loyalty.”
The Lucre Group
Babble is a leading technology business that is reimagining how we do work. Founded in 2001, the company has transformed over 2,000 clients’ organisations through cloud-based solutions that enhance efficiency, flexibility and customer loyalty.
Since it was backed by private equity firm, LDC, in 2017, the fast-growing company has grown revenue rapidly to an annual turnover of £22m, 95% of which is recurring, and is on track to deliver on a revenue target of £100m. The business has over 10,000 cloud-based users, 10,000 mobile connections and 2,000 CCaaS seats.
Delivered through long-term client relationships, Babble offers three core solutions to businesses across the world: Babble Comms drives efficiencies through cost saving and productivity improvements; Babble Contact increases customer engagement by enabling high quality, positive, productive and ultimately more profitable conversations with customers; and Babble Cyber embeds business resilience by delivering the best cloud-based tools and security available, allowing teams to work the way they want to work.
For more information, please visit https://babble.cloud/.
Launched in 2013, WebBeds is the world’s fastest growing bedbank. A B2B business, WebBeds supplies accommodation and services to the travel industry, providing global coverage through three regions – Europe, Asia Pacific and AMEA (America, Middle East and Africa) with over 1,600 travel professionals working in 50 offices worldwide.
WebBeds provides a global distribution network of travel trade partners with the choice of more than 368,000 hotels around the world, comprising 30,000+ direct contracts, 70+ integrated third-party providers and 60+ major hotel chain groups. WebBeds sells to over 200 destination countries through clients in more than 145 source markets worldwide.
Clients can access this huge choice of inventory, (ranging from affordable guesthouses to luxury hotels and including international chain hotels, city-centre and resort properties) via market-leading, trade-only websites or simple and seamless platform to platform API connectivity. Clients can also book over 5,500 transfer services in 1,200 destinations along with thousands of guided excursions and tickets for attractions.
WebBeds also provides tailormade travel arrangements for groups of all sizes covering corporate and leisure, special interest, education and MICE via its dedicated and award-winning DMC division, and operates specialist travel brand Umrah Holidays International, a genuine pioneer in providing online pilgrimage travel services to travel agencies worldwide.
Find out more about the WebBeds business at www.webbeds.com
WebBeds is a division of Webjet Limited (ASX: WEB).
About Webjet Limited
Webjet Limited (ASX: WEB) is an ASX 200 listed company operating a digital travel business spanning both wholesale markets (through B2B) and consumer (through B2C).
The B2B travel business, WebBeds, is the world’s second largest and fastest growing accommodation supplier in the wholesale travel market. It operates global coverage through three regional divisions – Europe, Asia Pacific and AMEA (America, Middle East and Africa). The B2C travel business operates Webjet, the market leading OTA brand in Australia and New Zealand, and Online Republic, which specialises in the provision of online car and motorhome bookings.
Find out more about Webjet Limited at: www.webjetlimited.com