Peak season no longer strains the Contact Center. FlightSite scales on demand.
Africa’s first online travel agency moved its customer service to the Collab cloud Contact Center, delivered by partner 1Stream. Agents, phone lines and channels now follow demand, on a pay-per-use model with no upfront investment in hardware.
5 channels
voice, email, web chat, social media and WhatsApp. Customers choose. FlightSite answers.
Pay-per-use
cost model, with no large upfront investment in hardware or infrastructure.
Anywhere agents
working from any location with an internet connection. Remote staff, distributed teams, a larger talent pool.
Peak-ready
agents, phone lines and channels added or removed as demand changes with the travel season.
In travel, demand is never flat
The operation
FlightSite is Africa’s first online travel agency. Based in Cape Town, South Africa, it serves thousands of travelers each month as they book holidays worldwide. FlightSite also serves mobile, retail and banking companies, so service and compliance matter.
It needed a new Contact Center solution to improve the scalability, flexibility and cost-efficiency of customer service during peak travel periods.
The challenge
Three challenges shaped the project.
Customer expectations. Travelers expect convenience, transparency, personalized recommendations and excellent service.
Technological complexity. An online travel agency needs a robust, scalable platform for high query volumes, bookings and payments across channels. It must stay reliable and easy to use.
Data security and privacy. Travel agencies handle personal and financial data, and must comply with regulations such as the GDPR.
Partner: 1Stream
Delivered locally, backed by Collab
FlightSite works with 1Stream, the Collab partner that provides the solution in South Africa. FlightSite serves mobile, retail and banking companies, so service levels and compliance matter. The Collab solution meets all its clients’ requirements, from a service and a compliance perspective.
Results
Scalability and flexibility
Agents, phone lines and channels scale up and down with seasonal demand and business growth
Cost-efficiency
Pay-per-use model. No large upfront investment in hardware or infrastructure
Intelligent routing
Inquiries reach the right agent or department. Shorter wait times, better first contact resolution
Analytics and insights
Detailed reporting supports data-driven decisions and continuous CX improvement
“FlightSite provides services to mobile, retail, and banking companies, and, from a service and compliance perspective, we have enjoyed a strong working relationship with 1Stream, who provides us with the Collab solution that meets all our clients’ requirements. With this new platform, FlightSite has access to a cutting-edge CX solution and gains scalability and flexibility, easily adjusting resources to match demand during peak travel periods.”
