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Building a platform for effective customer engagement at P&O and Cunard

Sabio InsightContact Centre TechnologyTravel + Leisure
Building a platform for effective customer engagement at P&O and Cunard

For a major global cruise company such as P&O Cruises and Cunard, the contact centre plays a key role within a broader customer engagement strategy. The main focus is to understand and respond to the needs of its current and potential customers.

P&O Cruises and Cunard is working with Sabio on the deployment of Avaya Aura® Workforce Optimisation (WFO) solution incorporating Workforce Management (WFM), Call Recording and Quality Monitoring.

Operational Challenge

The ability to resource and plan its contact centre operations was limited by an under-performing WFM system. As a result, P&O Cruises and Cunard resource planning team had to resort to using manual spreadsheets.

Sabio Solution

P&O Cruises and Cunard was considering replacing its entire WFM system. Sabio’s WFO specialists were able to reconfigure the original WFM system, stabilising its performance.

Results Delivered

  • P&O Cruises and Cunard was able to shelve what would have been a six-figure WFM replacement investment
  • Reconfigured and updated Avaya WFM solution will replace previous requirement for manual spreadsheets to support annualised hours
  • The Avaya WFM solution helps save two hours every week by avoiding the need to recompile shifts
  • Integrated Avaya Aura® Workforce Optimisation approach will allow P&O Cruises and Cunard to focus more on its core customer engagement goals. with integrated Quality Monitoring and Coaching contributing to an improved experience for customers

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