CELLIT Technologies, the leading provider
of comprehensive customer interaction management (CIM) solutions, announced
that Air Jamaica Vacations, the premier source for vacation packages to the
Caribbean, has implemented CELLIT`s award-winning ContactPro.
A strong believer in well-trained customer service representatives, Air
Jamaica Vacations invests in sending all representatives to the Caribbean for
detailed familiarization of each destination and hotel in its program.
This first-hand knowledge makes them better able to serve customers and tailor
packages to a client`s vacation needs. CELLIT ContactPro enables Air Jamaica
Vacations to put that investment to work in real-time by routing more than
6,000 customer calls daily - a 50% increase in volume over its previous PBX-based legacy system - to the most knowledgeable agent. ContactPro addresses
Air Jamaica Vacations` challenges for delivering superior customer service and
provides additional functionality at significant initial and long-term
“The returns are unprecedented - CELLIT really delivers on its pitch. We have already seen greater efficiency, shorter hold times and lower costs,”
said Carlisle Vason, Senior Vice-President for Air Jamaica Vacations. “The
fact that the caller`s initial experience is more pleasurable and more
educational can be attributed to CELLIT.”
Using ContactPro, Air Jamaica Vacations can determine which island a caller is interested in and play customized attention retainers about the
chosen destination while the customer is in queue. Then, ContactPro`s skills-based routing pairs callers with available agents based on the customer`s destination of choice and the agent`s knowledge and familiarity with that island.
“CELLIT has made our business much more dynamic - taking the service we offer to another level,” said Vason. “We`re providing better customer service
and giving the customer more product knowledge by using better technology. Now, our customers` experience with Air Jamaica Vacations begins as soon as they dial our phone number. We couldn`t deliver that immediate, positive experience without the technology.”
CELLIT ContactPro`s capacity to seamlessly integrate with CRM and other context applications finally enables businesses to obtain a strategic 360-degree view of the customer at all touch points. Companies can leverage real-time customer information and dynamically deliver a personalized, consistent customer experience across all interaction channels - including voice, fax,
email and the web.
“ContactPro was developed to succeed in mission-critical environments like reservations centers, making CELLIT and Air Jamaica Vacations an ideal match,”
said Mario Villena, CELLIT`s Co-founder and Vice President. “Like Air Jamaica
Vacations, CELLIT puts our customers at the center of our business. We understand their needs and challenges, we work together and use the technology to make their business strategies and practices more efficient.”