August 26, 2019
TRAVEL

OTA Agoda Implements Genesys PureEngage to Transform Customer Engagement & Satisfaction

Agoda - Science and Digital News

DIMENSION Data (Thailand), a global technology integrator and managed services provider, is thrilled to announce their continued successful collaboration with Agoda, one of the world’s fastest growing online travel agents (OTA). Agoda is working closely with Dimension Data to implement a technology platform from Genesys, the global leader in omnichannel customer experience and contact center solutions.

The omnichannel capabilities of Genesys PureEngage will enable Agoda to enhance the experience it delivers to customers.

Known for unsurpassed know-how, reliability, and commitment to excellence and named by Frost & Sullivan as the Best Thailand Enterprise Systems Integrator of 2018, Dimension Data goes beyond systems integration, offering fully managed services and collaboration with many of the world’s top brands. Dimension Data’s vast expertise in analyzing, strategizing, deploying and managing technology means their clients receive a smooth migration that can be scaled up or down as needed with support available anywhere in the world.

Agoda logo - Science and Digital News

As an OTA, it is imperative for Agoda to have the ability to communicate with its customers across all communications channels possible. In today’s world of countless social media and messaging platforms and with new methods being introduced all the time, this could become a challenge. With that in mind, Agoda selected the industry leading omnichannel customer engagement and employee collaboration solution,
PureEngage.

To implement PureEngage, Agoda chose Dimension Data because of its consulting services skills, technical capabilities, global reach and wide support footprint. Dimension Data is working with Agoda as a partner, understanding the need to take customer engagement and satisfaction to the next level.

Recently, Dimension Data and Agoda completed the first phase of the Genesys implementation relating toemail and voice communications. Now that Agoda has a stable and efficient system to handle the high volume of voice and email customer interactions, Dimension Data and Agoda are concentrating on integrating the Genesys instant messaging application solution. Once completed, Dimension Data will continue to work with Agoda, offering support to ensure the Genesys solution is performing at its peak and assisting with any requirements to scale, upgrade, or adapt the system. As new capabilities are being added seamlessly without interruption of services, customers will only notice a more enriching experience as they can communicate with Agoda on almost any platform they wish, resulting in increased brand loyalty and new customers.

Agoda 1 - Science and Digital News

“Here at Dimension Data Thailand, we are excited to partner with Agoda to implement Genesys PureEngage. With this state-of-the-art system and Dimension Data’s support, Agoda can build sustainable relationships with their customers through improved communications using the latest technology available. Technology is constantly changing, and we are honored to help Agoda stay up to date and available to their customers across multiple methods of communications,” said Mr. Sutas Kongdumrongkiat, CEO, Dimension Data (Thailand) Limited.

About Genesys

Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

Visit genesys.com on Twitter, Facebook, YouTube, LinkedIn and the Genesys blog.

About Dimension Data

Founded in 1983, Dimension Data is a USD 8 billion global leader in designing, optimizing, and managing today’s evolving technology environments. This enables its clients to leverage data in a digital age, turn it into information and extract insights. Headquartered in Johannesburg, Dimension Data employs 28,000 people across 46 countries. The company brings together the world’s best technology provided by market leaders and niche innovators with the service support that clients need for their businesses – from consulting, technical, and support services to a fully-managed service. In Asia-Pacific, Dimension Data operates in 35 offices across 13 countries. The company helps clients enable technology, operate their IT infrastructures and transform technology solutions that deliver value. It combines an expertise in digital infrastructure, cybersecurity, customer experience (CX), and digital workplace, with advanced skills in IT outsourcing, IT-as-a-Service, Systems integration services and training. Dimension Data is a proud member of the NTT Group.

Visit us at http://www2.dimensiondata.com

About Agoda

Agoda is one of the world’s fastest growing online travel booking platforms. From its beginnings as an e-commerce start-up based in Singapore in 2005, Agoda has grown to offer a global network of 1.8 million properties in more than 200 countries and territories worldwide, offering travelers easy access to a wide choice of luxury and budget hotels, apartments, homes and villas to suit all budgets and travel occasions. Headquartered in Singapore, Agoda is part of Booking Holdings (Nasdaq: BKNG) and employs more than 3,700 staff across 53 cities in more than 30 countries. Agoda.com and the Agoda mobile app are available in 38 languages.

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