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Case study · Travel and hospitality
Three regions. One conversation with every customer.
How Wendy Wu Tours replaced two ageing platforms with a single AI powered engagement suite, with PrimeTel running the evaluation from estate audit to signature.
Client
Wendy Wu Tours
Sector
Specialist travel
Regions
UK · AU · NZ
Platform
Zoom
Term
Three years
100%
of customer interactions scored automatically by AI
5
channels handled from one interface
3
regions on identical capability and pricing
3
platforms shortlisted and rigorously tested
01 · The challenge
Two contracts ending, and a business that had outgrown both
Wendy Wu Tours is one of the UK’s leading specialist travel operators. As its Aircall and Mitel contracts approached expiry, it became clear that neither platform could carry a growing international business any further.
Customers were arriving through voice, web chat, WhatsApp, email and social media, but agents were serving them from separate places. Capability and pricing differed between the UK, Australia and New Zealand, which made consistent service and clean reporting almost impossible.
Internally the business never described this as a telephony renewal. It called the project a customer engagement transformation, and that framing set the bar for everything that followed.
“We were not looking to renew a phone system. We were looking to change how we talk to our customers in every market we operate in.”
Ken Yu, IT Lead, Wendy Wu Tours
What the business needed
- Voice, web chat, WhatsApp, email and social in a single interface
- Workforce management built in, not bolted on
- AI assistance for agents in live conversations
- Automated quality assurance across every interaction
- Identical capability and pricing across UK, AU and NZ
- Room to run two platforms during transition
The shift in one view
Before
- Aircall and Mitel running side by side
- Channels handled in separate tools
- Capability and price varied by region
- Quality assurance sampled by hand
- No AI support for agents
- Contracts expiring with no clear successor
After
- One platform across the whole group
- Five channels in a single agent interface
- One commercial model across three regions
- Every interaction scored automatically
- Live coaching, playbooks and knowledge in the flow
- A three year agreement with a clear AI roadmap
02 · The approach
An independent evaluation, run properly
Several senior stakeholders, a long list of operational requirements and a decision that would sit with the business for years. Wendy Wu Tours wanted an advisor with no product to sell.
1
Map the estate
Documented what was already in place so every supplier quoted against the same reality, with nothing quietly dropped.
2
Define the requirement
Operational, technical and commercial criteria agreed up front, weighted against how the business actually works.
3
Test the market
Shortlist assessed on total cost of ownership and capability, not headline price. Supplier claims challenged in the open.
4
Build consensus
Executive Briefing Centre sessions put stakeholders in front of the platforms so the decision was earned, not assumed.
The shortlist
RingCentral
Evaluated
Dialpad
Evaluated
Zoom
Selected · three year agreement
The moment it clicked
At an Executive Briefing Centre session, Ken saw Zoom’s AI Companion generate conversation summaries in multiple languages. For an operator serving customers across several regions and time zones, that single capability turned an abstract comparison into an obvious answer.
“PrimeTel mapped everything we already had before a single supplier quoted. That is why we could compare the proposals properly, rather than comparing sales decks.”
Ken Yu, IT Lead, Wendy Wu Tours
03 · The outcome
What Wendy Wu Tours now runs on
Omnichannel contact centre
Voice, email, web chat, WhatsApp and social media handled in one place.
AI agent assistance
Live Coach, AI Playbooks and a real time knowledge base in the flow of the call.
Automated quality assurance
AI CSAT scoring and scorecards grading every single interaction.
Integrated workforce management
Forecasting and scheduling inside the same platform as the conversations.
Unified communications
Colleagues outside the contact centre on the same system as those inside it.
One model, three regions
Matching capability and pricing across the UK, Australia and New Zealand.
What comes next: a clear path to agentic AI
The platform gives Wendy Wu Tours somewhere to grow into. The next step on the roadmap is agentic automation, including generating a personalised travel itinerary from a customer call and emailing it out with no agent involvement at all.
Planning a customer engagement transformation?
Whether you are approaching a renewal, reviewing contact centre technology or working out where AI genuinely helps, PrimeTel evaluates the market, challenges supplier claims and finds the right fit for your organisation.