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Language: English
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Solutions

Contact center software for travel companies

CONTACT.WORK helps travel companies sell more trips and handle flight changes calmly. An AI consultant answers travelers overnight, the auto dialer tells everyone about the new departure time, and agencies and business travelers get their own lines, so sales never wait. The agent sees the traveler's calls, messages, and booking on one screen.

Get a quotePricing
24/7answers for travelersAn AI consultant works overnight
1 dayto add a cloud serverFor the peak season
$0license feesYou pay only for support
$0.06per minute of voice AIThe more minutes, the lower the rate

Challenges

What travel companies come to us with

The lead goes to a competitorA traveler messages in the evening, gets a reply in the morning – and has already booked elsewhere.
Seasonal rushIn summer and over the holidays, far more people call than you have agents on shift.
Departure changeEvery traveler needs to hear the new flight time fast, and calling by hand takes hours.
History in piecesThe call stays in the phone system, the message in a messaging app, the email in the inbox.
Agency questionsPartners call about their bookings on the same line where vacationers wait.
Trouble on the tripA traveler at the hotel or airport needs help now, but the line is busy with sales.

Solution

What the platform does

Leads

The traveler gets an answer before changing their mind

When a traveler messages in the evening, the chatbot replies right away and asks about dates, party size, and budget, and answers international travelers in their own language. Anyone who didn't wait for an agent gets a callback. In the morning the agent picks up the conversation without asking again: calls, messages, and emails are stored together.

  • Answers at night
  • In the traveler's language
  • Callbacks for those who hung up

Notifications

A flight change doesn't turn into a scramble

When a flight changes in the booking system, it notifies the platform via API and the call campaign starts. The automated call states the new time, detects and skips answering machines, sends a message to those it couldn't reach, and saves the result for each person in their record. Reminders about balance payments or meeting times go out the same way – with each traveler's own date and amount.

  • Calls triggered by events
  • Reminders with traveler data
  • Result in the record

Lines

Agencies and business travelers don't tie up the sales line

Sales, vacationers, partner agencies, and business travelers go to separate groups and don't get in each other's way. A travel agency checks its booking statuses in the portal instead of calling, and the business travel client sees how fast calls were answered and how many were missed.

  • Separate queues
  • Statuses for agents
  • Report for the client

Agents

New hires start selling sooner

During the call, the AI assistant shows a tip on the trip terms, the customer's history, and what to offer next, and drafts replies in chat. When a returning customer calls, the platform connects them to their own agent. The call form makes sure nothing is missed: destination, dates, budget.

  • Tips during the call
  • A dedicated agent for regulars
  • Trip selection form

Season

The season doesn't catch you off guard

Last year's data shows which weeks and hours the queue grows, and shifts are planned around it. The AI consultant handles simple questions, and for the rush we add a cloud server within a day and remove it when volume drops.

  • Forecast from last season
  • AI handles the simple stuff
  • A server for the season

Examples

Flight change, trip chat, conference, business trip

Situations every travel company knows.

Tour operator: vacationers, agencies, and sales on the same numbers

The departure moves – a signal from the booking system starts an automated call campaign to vacationers, and agencies see the change in their portal. Sales, vacationers, and partners call the same numbers, but each lands in their own queue. New customers don't wait while agents deal with the reschedule.

  • Calls triggered by booking
  • Agency portal
  • Three queues
Example 1 of 4

We set up the flow around your destinations and processes.

Capabilities

When travelers and your agency need a contact center

Inbound and outbound use cases, by type.

Booking

  • Trip bookingA booking inquiry comes in by phone or chat and goes straight to an agent.
  • Changes and cancellationsMove the dates or cancel the trip – quickly, without waiting on the line.

Inbound inquiries

  • Visas and documentsEntry rules and required documents – from the agency's knowledge base.
  • Trip inquiryThe traveler shares the country, budget, and dates; the agent gets a complete inquiry.
  • Booking statusIs the trip confirmed and are the documents ready – by booking number.
  • Trip selectionOptions that fit the budget, the family, and the preferred kind of vacation.
  • Vacation complaintsA complaint about a hotel is logged, and the person responsible replies on time.
  • RefundsA refund request after a canceled trip is handled in a single contact.
  • CallbackIn peak season, travelers get a callback instead of waiting on hold.
  • Calls from abroad at nightA traveler in another time zone gets an answer around the clock.
  • Holidays and summerGet through peak season without abandoned calls.
  • Queue for travel agenciesTravel agencies calling the tour operator get a queue of their own.
  • Ad performanceset up for youSee how many trip inquiries each ad brought in.

Outbound calls

  • Callback on a fresh leadThe agent calls back while the traveler is still comparing offers.
  • Lead screeningWhere, when, and how many people – sorted out before the agent steps in.
  • Last year's travelersPeople who traveled with you get recommendations for the new season.
  • UpsellInsurance, transfers, and tours added to a trip already booked.
  • Unpaid bookingA trip on hold without payment gets a call offering help.
  • Trip feedbackAfter returning, the traveler rates the vacation and the agent.
  • Trip changesA moved departure or a new hotel – the traveler hears about it in advance.

Messaging

  • Messaging appsMessages from WhatsApp or Facebook Messenger land where the agent's calls are waiting.
  • Chat on the trip pageThe traveler asks a question right where they're viewing the offer.
  • EmailVouchers and documents sent by email stay in the traveler's history.
  • Agency reviewsset up for youReviews of your agency on Google Maps get a reply.
  • Social mediaComments under trip posts turn into leads.

Marketing

  • Followers from videosset up for youA traveler comments a keyword under a hotel video, and the bot replies and invites them to the agency's channel.
  • Trip giveawayset up for youThe bot signs up participants among followers, so no agent has to message them.
  • Loyalty pointsThe traveler hears their points balance right away, without a separate request.
  • Last-minute dealsLast-minute offers go to travelers who opted in to marketing messages.

Service and quality

  • Contact with tour operators and hotelsFollow-ups with partners are stored next to the booking.
  • Call reviewEvery agent call is reviewed: were the terms stated, was insurance offered.

Modules

Contact center modules

Voice AI consultantPicks up when your agents have gone home or every line is busy.→AI consultant for chatTalks with travelers around the clock in every connected channel.→AI assistant for employeesSuggests a reply to the agent while the traveler is still on the line.→Auto dialerCalls vacationers when a flight is rescheduled and detects answering machines.→Call queuesRoutes sales, vacationers, agencies, and business travel to separate groups.→Every chat in one placePhone, messaging apps, email, and Google reviews reach the agent right away.→Agency portalA partner sees only its own bookings and messages you right from the portal.→Shift planningHow many people you need in the morning, afternoon, and evening – and a shift schedule built around it.→API integrationThe traveler's booking and order history open for the agent when the call comes in.→
More trips soldTravelers get answers even at night.
Flight changes without the scrambleThe call campaign starts automatically.
Agents in the loopThe traveler's calls and messages are at hand.
Sales keep movingAgencies have a line of their own.

Launch

How we launch a travel company's contact center

  1. 01DiscoveryWe listen to calls and read chats to learn what travelers and agencies ask most often.
  2. 02LinesWe split sales, vacationers, and agencies into separate queues and set business hours for each line.
  3. 03IntegrationsWe connect your CRM and booking system via API so the agent sees the booking while talking with the traveler.
  4. 04ChannelsWe port your numbers and connect messaging apps, email, and web chat – every inquiry lands in one timeline.
  5. 05AI consultantWe build the knowledge base – destinations, documents, payment terms – and train the AI consultant on it.
  6. 06Go-liveWe start with some of the agents, check the reports from the first weeks, and tune the queues for the season.

Preparation

What to decide up front

Which lines do you need?Separate lines for sales, vacationers, and agencies – or one shared line for now.
Where do bookings live?Which CRM and booking system send leads and take call results back.
Who answers at night?On-call agents, the AI consultant, or a callback the next day.
When is your peak season?Which months and holidays need more agents and servers.
Do agencies need a portal?Will partners check their own bookings and message you from a portal.
Where should data live?The cloud or your own hardware – whatever your security team requires.

Q&A

Frequently asked questions

What will the AI consultant say if a traveler asks about a visa and the knowledge base has no answer?

It won't make anything up. It answers only from your company's materials and hands that kind of question to an agent along with the full conversation.

The trip terms changed – when will the AI consultant start using the new ones?

Not instantly: after a knowledge base change, it needs to retrain. A small edit takes minutes; a major rework takes a few hours.

A traveler didn't answer the call about a flight change – what happens next?

They get a message with the new departure time, and their record notes that the call didn't go through – the agent sees who still needs a call.

How do we keep a traveler at the airport out of the general queue?

The platform looks up the number in your CRM: if the person is on a trip right now, the call goes to a separate queue staffed by the team that helps vacationers.

Can a traveler get their booking status without waiting for an agent?

The IVR finds the booking by the caller's number and reads out the status. If the question is more complex, the traveler reaches an agent with one key press.

Will the platform tell a traveler where their flight and baggage are?

It will if you connect the data source via API. Then the IVR gives the current departure time and baggage status when the traveler calls, or the AI consultant does when they message.

Can the AI handle international travelers?

A traveler can write in their own language – the AI consultant understands the question and replies in the same language. If the conversation goes to an agent, the agent sees the full chat.

Will the platform connect to our booking system?

It connects via API. We do this during implementation along with your CRM: bookings are visible to the agent, and the call result is written back.

Will agencies see each other's bookings?

No. In the portal, an agency sees only its own orders and customers, and contacts support from there.

Do we pay for temporary agents we hire for the season?

There are no per-seat fees. A temporary agent is set up in a few minutes and turned off after the season.

What if the office internet goes down in the middle of peak season?

With the cloud version, agents keep working from home: all they need is a browser, a headset, and an internet connection. Calls run through the cloud, not the office.

Will the system coach a new hire on how to answer a traveler?

The AI assistant listens to the call and shows the new hire how to answer the traveler's question and what to offer, and drafts replies in chat.

Can we listen to how agents sell trips?

Calls are recorded (play a recording notice where state law requires all-party consent), and a supervisor can join a call in whisper mode: the agent hears the tips, the traveler doesn't. If the agent's and the traveler's voices are recorded on separate tracks, speech analytics reviews every call automatically.

A traveler insists the agent promised a different hotel – how do we sort it out?

Find the call by the traveler's number or date and play the recording. The traveler's record keeps the chat history next to the call recordings, so you can see everything they were told and sent.

Will the platform remind us about travelers who booked with us last season?

Before the new season, the agent gets a task to call the customer, or an automatic message can go to the channel where the traveler usually writes.

Can we move customers and history from our old system?

Migrating customers and history is included in Standard plans and above – for both the cloud and your own servers.

Who owns the materials and the trained AI consultant?

The company that paid for the training. The reference answers, the knowledge base, and the fine-tuned model stay yours.

Where is traveler data stored?

The cloud version keeps it in our data centers in the US and the UK; an on-premises install keeps it in your server room. The features are the same.

How much does this kind of contact center cost?

We don't sell the platform – you pay for a support plan, starting at $180, plus hosting if you're in the CONTACT.WORK cloud. The voice AI consultant costs $0.06 per minute, and the chat AI consultant costs $0.05 per conversation.

Pricing and plans →

Glossary

Terms on this page

Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Booking system
Software where travel companies manage booking requests and bookings. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Chatbot
Answers customers in chat and messaging apps from a scripted flow with buttons. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
MICE
Business travel: meetings, conferences, trade shows, and incentive trips. Learn more →
Abandonment rate
How many callers hang up before an agent answers. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Whisper coaching
Supervisor coaching that only the agent can hear. Learn more →
Dual-channel recording
Each speaker is recorded on a separate track. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Model fine-tuning
An existing model is trained further on company materials so it speaks the company's language. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →

More

More for travel companies

Lead qualification The AI consultant asks about destination, dates, and budget and hands the traveler to an agent. Learn more Customer portal A travel agency checks booking statuses and messages the tour operator from the portal. Learn more Auto dialer Dials travelers from a list, and the agent talks only to those who answer. Learn more WhatsApp Travelers write on WhatsApp, and the chat lands in the same timeline as their calls. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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