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Intelenet - Customer Experience Services in Travel, Transport, and Hospitality

Vendor Analysis

by Ivan Kotzev

published on Jan 29, 2018

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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. 

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Capability
  • Platforms and Intellectual Property
  • Commercial Model
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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