Fort Lauderdale, 14th March 2016 – ICE ICT is officially launching its cruise specific contact centre solution through its sister company, StepAhead.
ICE ICT is an independent consultant, specialising in the cruise and travel industry. Its expert consultants have decades of experience delivering IT services and solutions to this industry.
StepAhead builds on that expert knowledge, offering an integrated call centre, contact platform, web and information technology approach, aimed at providing specialized cruise and travel services to its clients. Being operated from a centre in Tallinn, Estonia, means it can draw on high technology, an educated workforce, and superb language skills, able to handle global calls expertly.
The centre takes calls, emails and web-chats, as well as providing data loading services, all through state of the art cloud and IP connectivity. Staff are trained, supported, and coached to ensure they fully understand each and every client and are able to provide an optimized service to match, or even better, any internal service.
StepAhead also delivers a set of intelligent reports to accurately monitor service levels, campaign success and revenue.
“The cruise industry is particularly challenged with huge peaks in reservations, booking fulfillment and loading effort at certain times of the year. This makes it very difficult for cruise companies to maintain the right amount of well-trained staff to handle that, whilst not overstaffing in the quiet periods,” commented Conor Byrne, Managing Director, ICE ICT and CEO, StepAhead. “We are able to manage that workload for our clients whilst maintaining high quality standards by providing an expert service whenever it is needed.”
Step Ahead will be officially launched on the ICE ICT booth (G3512, on the third floor) at Seatrade Cruise Global from 14th – 17th March 2016.