Hotelbeds upgrades Contact Centre
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 stabilityImproved audio qualityAlmost complete elimination of dropped callsFull integration with Hotelbeds’ CRM system, enabling the client’s details to automatically appear to the agent when receiving a callImproved call answer times and call answer ratesCost 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.
