Customer expectations for better in-room experience and constant need to access information and entertainment and above all an overwhelming pressure from both leisure and business travellers in present economic scenario have pushed the hospitality and travel industry to seek out for a highly unified contact center solution apparatus that is enhancing user experience in flight booking, hotel reservations, ticketing and at the same time is boosting productivity and reducing costs at the back-end. The industry is faced with exciting opportunities and some complex challenges of delivering a personalized and consistent guest experience

The need is to attract and retain guests, generate new revenues, increase staff productivity and satisfaction and simplify operations. Need is to seek an alert mechanism to reach out to customers proactively via different channels about special promotions, flight timings, hotel availability and bookings via multiple interaction channels. A good contact center solution improves customer satisfaction with quality service across multiple interaction channels, increases revenues, and provides centralized management of workforce effectively.

Communications solutions are fast becoming a way to differentiate their services from the competition. Hotels, Travel agencies and travel portals are fast realizing that solutions such as unified communications, integrated call centers, and mobility can help improve their guests' experience, increase staff productivity, reduce costs, and drive new revenue streams. With customer moving the online way intense completion has forced players to offer additional services at lower prices.

The ideal solution is one that allows businesses to get customer attention (starting at first contact) and by improving call routing to the best resources. Also need is to boost productivity by linking mobile staff to the main office and vice versa and finally differentiating guest experience by offering advanced, yet easy communications options. A unified communications solutions and integration can deliver an unprecedented customer experience as well as competitive advantage in the current economic climate.