About Amsalem Tours and Travel
Amsalem Tours and Travel was founded in Israel in 1983 by two brothers and has grown into one of the country’s largest travel groups. Today the company employs around 500 people, with offices in Israel, the United States, the United Kingdom, Mexico, Hong Kong, India, and Turkey.
Amsalem serves a wide range of customers, from corporate clients who rely on its business travel management services to families booking leisure vacations and groups visiting Israel through its incoming tourism division. Across all of these areas, the company is known for its 24/7 service, which means customers can reach a travel expert whenever they need one, including when plans change at the last minute. For more than 10 years, VoiceSpin has supported the calls coming into Amsalem’s sales and customer support teams in Israel.
The Challenge
For a travel company that promises round-the-clock service, the phone system is critical infrastructure. In Israel, Amsalem needed a telephony and call center platform to support its sales and customer support teams, one that would stay reliable at every hour of the day.
Because Amsalem serves very different types of customers, calls also had to reach the right team quickly. A corporate traveler dealing with a flight change and a family planning a summer vacation need different experts, and the right routing makes the difference between a smooth experience and a frustrating one.
Managers also needed visibility into call activity, so they could monitor service quality and understand how each team was performing.
The Solution
VoiceSpin activated a Cloud PBX and a call center solution for Amsalem Israel, serving the sales and customer support departments. Incoming calls are routed to the relevant team, so customers reach the experts who can help them with their specific request.
After every call, the relevant call information is collected automatically in the PBX. This gives Amsalem’s managers a complete, centralized record of call activity across teams, which they can use to review conversations, track performance, and improve how the operation runs.
The Results
A partnership of more than 10 years. Amsalem has relied on VoiceSpin for more than a decade, supported by a platform built to handle the demands of a 24/7 travel operation.
23,000+ call minutes every month. Amsalem’s sales and support teams handle more than 23,000 minutes of calls each month on VoiceSpin’s platform.
Improved call center quality. With structured routing and full visibility into call data, Amsalem has improved the quality of its call center operation, helping its reps deliver fast and professional service to every type of customer.
Post-call data in one place. Because call information is collected in the PBX after every conversation, managers have the data they need to coach teams and refine processes across both teams.
Looking Ahead
For a company that’s all about delivering great service to its customers at all hours of the day, a reliable phone system is essential. After more than 10 years of working together, Amsalem has a solid foundation on which to keep growing, while still delivering the level of service its customers have come to expect.
About VoiceSpin
VoiceSpin provides AI-powered contact center solutions for sales and customer support teams. The platform brings together cloud telephony, omnichannel communication, and AI tools including an AI Dialer, an AI Voice Bot, an AI Chatbot, and the AI Speech Analyzer, all of which integrate with the CRM systems teams already use.
Companies across Israel and beyond rely on VoiceSpin to handle their customer conversations at scale, from growing sales teams to enterprise contact centers. To see how VoiceSpin can support your operation, book a demo.
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