Expedia Local Expert Books Five9 for Cost Savings, Improved Customer Service, and Productivity
"Five9 has allowed us to create a high standard of service across the multiple destinations that Expedia Local Expert In-Destination Program operates in. We are able to monitor calls, pull constant reporting, train calling agents remotely, and share best practices to ensure that the level of service our guests receive is the same regardless of where they are traveling.” -- Jackie Hammer, Partner Operations Country Manager, Expedia Local Expert
As the world’s largest online travel company, Expedia has an extensive brand portfolio and is leading online travel brands with localized sites in 33 countries. Expedia’s portfolio includes some of the world's leading online travel companies such as Hotels.com, Trivago, Orbitz, Travelocity, Hotwire, Expedia Local Expert and more.
In 2009, the Expedia Local Expert In-Destination team was set to roll out a new campaign for their contact center, but realized they didn’t have the reporting, call management software and the ability to integrate the new campaign with existing campaigns in their call center.
They turned to Five9 for their customer service, support and sales team’s needs for 150 agents in 40 locations around the globe. They purchased Five9 Contact Center for their inbound and outbound agents, Five9 Professional Services, and Five9 Softphone software.
With Five9 they were able to accomplish their original objectives and continue to see benefits including:
- Cost savings of $25k a year by managing more calls with less agents needed
- Improved call quality
- Better customer service
- Increased agent productivity
“Five9 has allowed us to expand our reach to provide In-Destination services to more areas around the world. With Five9’s user friendly softphone software, we were able to grow from servicing 14 destinations at the beginning of 2015 to over 40 destinations today and many more in the near future.” -- Jackie Hammer, Partner Operations Country Manager, Expedia Local Expert