Ticket Servicos is a Brazilian subsidiary of Accor Group, a leader in the hotel, travel, and service industry. Ticket Servicos wanted to improve customer service to maintain competitive advantage. The company wanted to improve the efficiency and effectiveness of Ticket Servicos's call center operation, which handles more than 700,000 calls monthly. The company implemented Oracle Interaction Center to integrate all of Ticket's customer contact channels - achieving a synchronized, comprehensive view of customers, improving customer service, and supporting cross-selling and up-selling initiatives. They consolidated a network of 32 "Mini" call centers into one single structure, significantly reducing operational expenses.
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