| |
Established in 1960, the Tourism Authority of Thailand
(TAT) is specifically responsible for the promotion of
tourism in Thailand. The organization supplies Thailand
travel information and data such as accommodation and
transportation, as well as promotes and publicizes Thailand
to local and international tourists.
TAT was looking to enhance its services to tourists
and reduce its operational and maintenance expenditure
by replacing its legacy system with a technologically
advanced solution. It decided to invest in an Avaya
Contact Center Solution comprising Avaya Call Management
System (CMS), Avaya Interactive Voice Response (IVR)
and Avaya Contact Center Express (CCE).
With the implementation of the Avaya Contact Center
solution, TAT found that downtime was significantly
reduced, operational costs have been reduced and the
system is easy to maintain. The Avaya solution enabled
the organization to manage and handle both incoming
and outgoing calls efficiently, ensuring that queries
will be routed to the right agent. The solution enabled
TAT to introduce a feedback system on its website for
tourists to cast votes for their favorite Thai location
or provide comments on places they have visited in Thailand.
Services have also been expanded to allow tourists to
chat with more than 20 call agents online. With the
Avaya Contact Center solution, customers only call a
single number to get their enquiries answered.
|
Back to Case Studies 
