Hotelbeds announces the successful upgrade of its entire Contact Centre telephony infrastructure. Migration onto a cloud-based solution provided by Vonage unifies Hotelbeds Contact Centre onto one platform.
PALMA – Hotelbeds has announced that is has successfully completed the upgrade of the entire telephony infrastructure that supports its Contact Centre.
The upgrade began late last year and has involved migrating all existing services onto a new cloud-based Salesforce contact centre solution provided by Vonage (previously known as New Voice Media).
As a result of this Holtebeds’ Contact Centre – which provides customer support for both the Hotelbeds and Bedsonline brands, plus the Beyond the Bed portfolio – will now operate on a single platform and will offer customers:
- Greater call stability
- Improved audio quality
- Almost complete elimination of dropped calls
- Full integration with Hotelbeds’ CRM system, enabling the client’s details to automatically appear to the agent when receiving a call
- Improved call answer times and call answer rates
- Cost savings for clients via offering local rate telephone numbers.
Marc Albert, Global Operations Director at Hotelbeds, commented: “Whilst the migration onto the Vonage platform had been scheduled for some time, clearly this couldn’t have come at a more important moment due to the unexpected challenges of COVID-19.
“Therefore I’m very proud to confirm that the improved response times, CRM integration and overall improved call quality introduced by this upgrade has meant that we have been able to maintain our high-standard of customer service, despite seeing very significant spikes in volumes of calls during recent months.
“On behalf of all my senior colleagues I would like to congratulate all those involved in this successful migration and thank them for their hard work. This is yet another great example to our partners of how we are #WithYouAllTheWay!”
Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales.
She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.
