Helping travel giant scale with Amazon Connect voice.

A scalable, cloud-based voice solution for multinational customer experience. The client is a multinational travel and tourism company, and owns travel agencies, hotels, airlines, cruise ships and retail shops across the globe.

About The Client.

The client is a multinational travel and tourism company owning travel agencies, hotels, airlines, cruise ships and retail shps across the globe.

What the client needed.

They needed a robust and scalable communication platform that could integrate easily with their existing back-office tools and processes. The solution needed to provide deep integration with SAP C4C for contact synchronisation, screen-pops for agents, and customer journey personalisation. It needed to integrate with TeleOpti for workforce management and optimisation, and provide a bespoke reporting suite for each country with integration to Snowflake data lake to provide deep business intelligence and management information.

How we helped.



Cloud Communications

Mission Labs developed a best-practice Amazon Connect voice implementation for TUI, with integration of our customisable SmartAgent Embedded CTI directly inside the agent’s SAP C4C environment. The solution enables agents to instantly view and understand all context and history related to an incoming contact - helping to reduce handling time and improve CSAT. We also built a bespoke integration with TeleOpti, enabling improved forecasting and resource management; and a bespoke integration with Snowflake to enable serverless streaming of real time data and MI for visualisation and analysis.

Why they chose Mission Labs.



The design, development and deployment of a reliable and repeatable AI solution is a complex task. The client needed a partner with the ability, experience and knowledge to get it right.


When the Covid-19 pandemic hit, the Client needed a partner that could build and deploy a secure, robust and scalable solution quickly, to help keep their retail agents working.



Artificial intelligence and machine learning technologies need effectively tuning and training to each use case. Mission Labs offers the experience and track record needed for success.


The client prides itself on continued innovation for its public sector customers. Mission Labs is always focused on the future, making us a good fit for them culturally.

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