loveholidays Engages DVELP to Accelerate Twilio Flex Contact Centre Deployment
Summary
LONDON--(BUSINESS WIRE)--loveholidays, one of the UK’s fastest-growing online travel agencies, selected Sabio Group company DVELP to implement a configurable cloud-based contact centre based on the Twilio Flex platform. Working with DVELP, one of the leading Twilio Gold Partners in Europe, loveholidays was able to transfer over 300 contact centre seats to its new Flex platform in under six weeks. “The COVID-19 outbreak is clearly having an enormous impact on the travel industry and, while we initially began this project as a way of supporting our agents while remote working, it has proved to be more far-reaching,” explained loveholidays’ Director of CX Engineering and Business IT, Eugene Neale. The fact that loveholidays embarked on this journey during the busiest period its CX has ever experienced clearly shows the value that they placed on being able to quickly introduce new channels or scale existing ones within hours,” added Tom Mullen, DVELP’s Founder and CEO. The next stage was for DVELP to integrate social contact channels into the agent flow, which was achieved in just a few weeks – ensuring a much more seamless journey for customers.
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