The award-winning travel company will also run a virtual Contact Centre using Enghouse Interactive as it continues to grow its business across seven countries.
Lincoln, 06 June: Converged ICT Services Provider GCI has won a significant contract to transform communications at corporate and leisure travel company Travel Counsellors. The Sunday Times International Track 200 company – which has experienced double digit growth over the last decade -has a virtual team of 1600 travel experts across seven countries, as well as a head office support team of 350 at its Manchester HQ.
A leader in its sector for more than 20 years, Travel Counsellors is thriving in a competitive industry by providing bespoke leisure and corporate travel experiences, with a focus on a highly-personal service that the company’s customers enjoy round-the-clock.
Travel Counsellors required a system that will route and log calls to travel experts, take secure PCI-compliant payments and provide customers with an enjoyable, seamless journey from initial enquiry to booking confirmation, all whilst meeting the new data protection requirements set out by GDPR.
GCI will implement Skype for Business and an Enghouse Interactive virtual Contact Centre, which will continue to enable seamless communication and collaboration between teams. GCI’s support will also enable Travel Counsellors to further expand its team of home-based travel experts by over 200 this year, each of whom own a franchise with the company.
John MacMillan, Programme Manager at Travel Counsellors, explains: “After some time considering the requirements to support our global teams of travel franchise owners and head office support staff, we invited a number of companies to participate in a procurement process. During the various stages we were impressed with how GCI demonstrated a clear understanding of our business and requirements.”
GCI is undertaking a significant overhaul providing Travel Counsellors with a highly-accessible platform, including multiple Enterprise-grade servers and Disaster Recovery options. The company’s experienced travel professionals across its seven territories will connect to the platform over new private MPLS connections back to the GCI core network, where it will access Skype for Business services.
GCI is also supplying Travel Counsellors with an updated secure payments capability. By using GCI Live Agent and automated PCI De-Scope options, Travel Counsellors will be able to securely take payments from customers whilst ensuring that all sensitive card data is removed from the company’s head office and home office environments. The secure payment platform will apply to the processing of all payments taken over the telephone and be compliant with the new data protection regulations.
MacMillan continues; “GCI are a number of months into delivering our solution, and we are pleased that we have formed a close partnership to help support our company’s continued growth and deploy new services as soon as they are required.”
Joe Murray, Enterprise New Business Director at GCI, adds: “Travel Counsellors very much embodies the modern workplace, with office-based and virtual workers that need to connect securely and seamlessly to systems – wherever they may be. This agile method of working has enabled them to continue to grow quickly, and we look forward to supporting the company with modern Cloud-based technology that will give them the flexibility to enjoy further growth and continue to provide their customers with great travel experiences.”
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GCI is one of the UK’s leading Converged ICT Service Providers, with offices across the country from Poole on the South Coast to Glasgow. It provides a suite of managed services designed around five integrated technology pillars: Full IT Support , Unified Communications, Cloud, Security & Compliance and Network & Infrastructure.
GCI’s services and solutions are all about influencing positive business outcomes. They are designed to address customer challenges and support organisations on their journey through digital transformation to digital business. GCI provides a consultative service backed by more than 225 technical staff from its 500-strong workforce. Alongside its suite of end-to-end managed services, GCI also aspires to be synonymous with best-in-class Skype for Business Solutions, Contact Centre Solutions and Managed Services.
GCI is ISO 9001, 14001, 20000 and 27001 certified, and has multiple Silver, Gold and Platinum certifications including 8 Gold certifications for Microsoft alone. It is one of a handful of providers to manage its own Level-1 certified PCI DSS platform and is on 9 of 11 Public Sector Frameworks (RM1045).
ABOUT TRAVEL COUNSELLORS
Travel Counsellors is a leading independent travel company delivering a personal, bespoke travel service since 1994. It has the highest Customer Satisfaction score of any travel company in the world (NPS), posting a turnover of £188 million (Oct 31 2016). Travel Counsellors has over 1,700 travel franchisees, supported by more than 360 staff across its UK headquarters in Manchester, and 6 overseas offices (Ireland, Netherlands, Belgium, South Africa, Australia, and Dubai). Winners of the Queen’s Award for International Trade (2014), Queen’s Award for Enterprise (2003-2008), National Business Award for Customer Focus (2017). Listed in Sunday Times Fast Track for International Growth (2011- 2013, 2015 – 2017) and Sunday Times Top Track 250 (2016, 2017). Named as Telegraph’s Britain’s 1000 Brightest Businesses, London Stock Exchange’s 1000 Businesses to Inspire Britain, and winners of the Best Homeworking Agency in TTG (2016 & 2017) and Travel Weekly (2016 & 2017).