Vendor Analysis
published on Jan 29, 2018
Report Overview:
This NelsonHall assessment analyzes Intelenet's offerings and capabilities in customer experience services in the travel, transport, and hospitality sector.
Who is this Report for:
NelsonHall’s Customer Experience Services in Travel, Transport, and Hospitality profile on Intelenet is a comprehensive assessment of Intelenet’s offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Intelenet’s customer experience services in travel, transportation, and hospitality offerings and capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery sites.
Key Findings & Highlights:
Intelenet has ~55k employees across 70 delivery centers in eight countries, supporting ~50 languages. For the travel, transportation, and hospitality sectors it provides customer experience services, F&A services, procurement, fulfillment, analytics, payroll management, and marketing services.
Its customer experiences services for the sector include customer care, sales and reservations, loyalty management, claims management, backoffice services (including B2B support for agencies); and analytics services such as customer profiling and segmentation, reporting and BI, and speech analytics. It also offers bereavement and emergency support services. It has ~20 clients including airlines, hotel chains, train line services, train operators, OTA, logistics companies, and air freight and cargo shippers.
Intelenet has developed a proprietary stack of travel and airline-specific platforms and tools for claims management, fare automation, loss prevention, disruption management, mobility, and workflow automation.