www.NICEinContact.com About Omega World Travel Omega World T ravel is one of the largest business travel management companies in the U.S. with more than $1.5 billion in sales. Its 200 virtual and onsite agents handle travel-related requests from corporations and government agencies. The contact center team is nearly evenly split between onsite agents, who work at one of the company’s 10 contact centers, and virtual agents, who work from home. T ogether they support 19 different languages across three different chan- nels: inbound and outbound for voice, and inbound for both email and chat. The agents make new reservations or modify existing ones, generate quotes and exchange tickets for customers. Interaction volumes often increase when inclement weather or other disruptions impact

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