Client Background & Challenge

Despegar, which means "take off" in Spanish, is the leading online travel site dedicated to Spanish and Portuguese-speaking communities worldwide.

Miami-based, Despegar.com currently operates in nine countries throughout Latin America, Spain and the U.S., employing more than 100 professionals.

Despegar.com offers travel-related services, including access to over 500 airlines, 50 major car rental companies, 50,000 hotels and hundreds of vacation packages around the world.

Some challenges included:

• Migrate the Contact Center to VoIP technologies;
• Create an Interactive voice response (IVR) system integrated with an Automatic call distributor (ACD);
• Integrate the IVR and ACD with their current CRM application which handles on line and off line transactions;
• Centralize all telephony and CRM operations and manage the different contact centers through one user interface.

Our Solution

• Develop a “softphone” in web technologies that is part of their Web CRM application user interface with the following main features:
• Channel input calls from the contact center to the existing CRM;
• Track output calls from the CRM;

• Design a solution to allow customers to perform CRM operations automatically;
• Create a centralized architecture to manage contact centers and representatives efficiently. Contact centers can overflow one over the other.

The Result

• Allowed Despegar.com to grow with lower cost and seamlessly scalability thanks to the VoIP technology;
• Facilitated the interconnection between all their contact centers in Latin America, which allowed resources to be more efficiently used;
• As a consequence of these results, our customer can now expand to new markets with very low effort and cost.