Increased conversion rate by 50 percent for Travelocity's in-bound offline sales In 2006, the global travel industry was experiencing significant growth. With the industry growing at over 5 percent per annum, managing growth while reducing operational costs was an imperative for the travel industry. At the same time, Travelocity, one of the ten largest providers of internet-enabled consumer-direct travel services worldwide, was undergoing a metamorphosis. Once considered merely a tool to book a flight, Travelocity was transforming itself into an all-encompassing resource for great travel experiences backed by 24/7 customer care. The company's challenge was managing its sales operations more efficiently in a growth environment in order to increase revenues. With Travelocity's

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