Adventure Travel Specialist:
Elevating Customer Experience with Unified Communications
Transforming bespoke travel services by replacing outdated, fragmented tools with a powerful, centralised voice operation that delivers real-time visibility into every customer interaction.
The Challenge
Faced with outdated systems and fragmented tools, the travel specialist was struggling to maintain the high standard of bespoke customer service required for their unique, tailor-made trips to ends-of-the-earth destinations.
- Multiple disconnected communication tools creating data blind spots
- No centralised view of customer interactions or journey history
- Inability to track or measure the quality of service being delivered
- Manual processes slowing down enquiry handling and trip coordination
- Limited scalability to handle seasonal booking peaks
The Solution
Working alongside CloudInteract, the client began a phased transformation focused on strengthening their voice operations through Amazon Connect. Beyond voice, CloudInteract implemented WhatsApp for inbound and outbound messaging across multiple teams, and integrated Microsoft Teams meetings via Google Calendar for multiparty video — streamlining the entire customer journey from enquiry to sales completion.
- Replaced multiple fragmented tools with a single Amazon Connect deployment
- Implemented WhatsApp messaging (inbound and outbound) across multiple teams for seamless customer communication
- Integrated Microsoft Teams video meetings via Google Calendar for multiparty video consultations — from enquiry to sales completion
- Deployed real-time dashboards giving supervisors full visibility of queue performance
- Integrated call recording and Contact Lens for quality assurance
- Configured intelligent routing to connect customers with the right specialist advisor
- Enabled remote and hybrid working for travel consultants without compromising service quality
Why CloudInteract
CloudInteract recognised that for a premium travel brand, every channel matters. We began with a focused phase to stabilise and centralise voice operations, then layered in WhatsApp messaging and Microsoft Teams video meetings — both cutting-edge integrations that are new to the Amazon Connect ecosystem — to create a truly omnichannel customer journey from first enquiry through to trip completion.
Project Timeline
Centralised all voice operations onto Amazon Connect with intelligent routing
Deployed real-time dashboards and Contact Lens for automated quality scoring
Implemented WhatsApp messaging for multi-team customer engagement and Microsoft Teams video for sales consultations
Planned expansion to include CRM integration and AI-powered advisor matching
Key Takeaway
For a premium travel brand, the voice channel is everything. By centralising fragmented tools into a single, unified platform with real-time visibility, the client transformed their CX operations from reactive to proactive — ensuring every customer interaction reflects the quality of their bespoke travel experiences.
Technology Stack
Key Results
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