Direct Travel Selects Scala to Advance Operational Intelligence to Global Travel Management
Direct Travel's mission is simple to state and hard to deliver: a dramatically better travel experience for both businesses and travelers, built on exceptional service and technology that actually connects.
It's a high bar. And it doesn't stop at the traveler.
Avenir is Direct Travel’s intelligent travel management platform that delivers one connected experience for travelers, travel managers, and advisors alike, giving managers visibility and control while making it easier for travelers to plan and manage trips in one place. Now the company is extending that same commitment to connected experiences across its global contact center operations.
Direct Travel has selected Scala to advance operational intelligence across its contact center, giving leaders full visibility into how human agents and AI agents perform together across every traveler interaction.
Scala’s comprehensive CX solution gives Direct Travel's team a single, real-time view of what's happening across systems and conversations. Direct Travel can deploy conversational AI agents that absorb routine customer requests, allowing advisors to spend their time on the complex, high-value moments where their expertise matters. Scala also evaluates 100% of interactions, human and AI, replacing a QA process built on small samples with one built on the full picture.
"As Direct Travel continues to expand globally, maintaining a consistent customer experience across every market is critical. Scala gives us the operational insight to understand how our teams and AI are performing together, so we can continuously improve service wherever our customers travel."
- Martin Tuncaydin, EVP of Data, AI and Engineering at Direct Travel
"Direct Travel understands that exceptional customer experiences begin with exceptional operations. We're proud to help their team see, understand, and act with greater clarity across every customer interaction as they continue to innovate,"
- Ardie Sameti, Co-Founder and CEO of Scala
Delivering a dramatically better travel experience requires more than great technology or great service. It requires the operational insight to anticipate issues, continuously improve, and help travelers before they ever experience a problem.
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