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.”