Agoda partners with Dimension Data to enhance customer experience

Dimension Data, a USD 8 billion global technology integrator and managed services provider, announced their partnership with Agoda, one of the world’s fastest-growing online travel agents. Dimension Data will work closely with Agoda to implement Genesys PureEngage™, an omnichannel platform to enhance Agoda users’ customer experience.

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As an Online Travel Agency (OTA), it is imperative for Agoda to be able to communicate with their customers across every possible communication channel. In today’s world of ever-evolving social media and communication platforms, Agoda recognises that this could become a challenge. Hence, Agoda was seeking a partner that could harness the best of innovation to accelerate their goals by introducing an omnichannel experience to improve customer engagement.

Dimension Data was appointed by Agoda for its deep domain expertise in consulting services, skills and technical capabilities in Customer Experience technologies. Dimension Data’s industry leadership such as its recent award as Frost & Sullivan’s Best Thailand Enterprise Systems Integrator of 2018, cemented Agoda’s confidence in Dimension Data.

Dimension Data has completed phase one of Agoda’s Genesys implementation relating to email and voice communications. With a stable and efficient system in place to handle high volumes of voice and email customer interactions, Agoda has seen an improvement in customer satisfaction and employee productivity. Phase two of the project will see Dimension Data implementing Genesys instant messaging application solution for Agoda. Dimension Data will continue to provide its Managed Services to Agoda, offering support to ensure optimal performance and Uptime.

Through Dimension Data’s multi-layered approach, new capabilities will continue to be added seamlessly without interruption to Agoda’s services. This ensures that customers will only notice an improved experience with Agoda as they communicate with the brand on almost any platform of their choice, ultimately, building brand loyalty and Agoda’s customer base.

We are excited to partner with Agoda to implement Genesys PureEngage™, and to help them achieve their objectives of building sustainable relationships with their customers through improved communications, as they tap onto the latest technology available. Our partnership with Agoda began with a deep understanding of their needs and objectives to enhance existing customer engagement and satisfaction levels. We look forward to a continued partnership with Agoda as they seek to constantly innovate with technology and nurture meaningful customer relationships,” said Sutas Kongdumrongkiat, CEO, Dimension Data Thailand.

About Dimension Data

Founded in 1983, Dimension Data is a USD 8 billion global leader in designing, optimising, 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 47 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, we operate in 35 offices across 13 countries. We help 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 https://www.dimensiondata.com