By Jeff Jones – Enterprise IT Solutions & Managed Services Consultant
I have worked in the ICT industry for over 20 years as a New Business-focused Sales Consultant, specialising in all things infrastructure. 13 of those years have been with Blue Chip – now part of the £100m t/o GCI Group – and that’s a long time in a New Business-focused Sales role for the same company! But ICT is always changing, and a good provider also needs to change and adapt. Very often they need to lead that change, and that’s why GCI still gives me the work buzz that everybody craves.
GCI works in many different verticals but out of all of these, the UK Travel and Leisure industry is becoming one of the best at using ICT to change the way they engage with their customers, who increasingly consume services in many different ways. With millennials now of an age where they make their own flight bookings and travel arrangements, this generation is pushing adoption of mobile technologies in all fields – including researching and then booking their travel. This tech-savvy group requires their interaction with a Travel or Leisure provider to be seamless, and are keen to use new forms of communication to get the result that they want. Our customers in the Travel and Leisure sector realise that they don’t need to be technology providers, but rather use the innovations in technology to drive the business forward and make their customers’ journey to their services easier, more dynamic and ultimately a more pleasurable experience. This way, they will keep coming back!
With these fundamental goals in mind, a number of years ago GCI launched what was then Microsoft Lync 2010, deployed from our owned Tier 3 datacentres with PSTN breakout – a game changer for many of our customers. The solution has now evolved into our Hosted Skype for Business platform providing Unified Communications, Instant Messaging, Presence, Conferencing and Collaboration into Microsoft services. Our customers and their consumers are now familiar with Skype, and with Contact Centre integration in to the platform many businesses (including those in the Travel and Leisure industry) are seeing the benefits of a Skype for Business and an integrated Contact Centre solution, as well as how this technology ensures that they are addressing the consumers’ communication needs…and therefore leading the field in customer interaction and supreme customer service. Thanks to GCI’s partnership with Enghouse Interactive, we can offer best-of-breed Skype for Business Contact Centre solutions.
Of course, Skype for Business is now being incorporated as part of Microsoft Teams, and GCI’s flexibility is another reason why I can see even more potential in the coming months and years for our solutions. Skype for Business truly transforms how any business can operate – providing operational and commercial efficiencies across the board – and GCI’s Hosted and Managed Service is driving its success; indeed, GCI’s is the largest in Europe, with hundreds of thousands of seats deployed!
GCIs has become a trusted advisor and supplier to many customers in the Travel and Leisure industry, including Jet2holidays.com, Center Parcs, Carnival Cruises, and BHLive. For the past 13 years we have also worked with Merlin Entertainments – who own the LEGOLAND, Alton Towers, Sealife Centres, The Dungeons and Madame Tussauds attractions, amongst many others across the world – and therefore have an innate understanding of the challenges this sector faces, as well as how our technology solutions can help solve them.
To learn more about GCI’s Hosted Skype for Business Platform and Enghouse Interactive Contact Centre integration, please don’t hesitate to get in touch at firstname.lastname@example.org or 0844 443 4433
Jeff Jones – Enterprise IT Solutions & Managed Services Consultant
Jeff has worked in the ICT industry for over 20 years, predominantly providing a consultative approach to organisations of all sizes that address their business requirements through technology. For the last 13 years he has worked for Blue Chip – a GCI company – and now helps Enterprises across all verticals achieve digital transformation, specialising in the Travel and Leisure industry.