Bedbank company Hotelbeds has partnered with cloud communications firm Vonage to operate remotely during COVID-19 with the Vonage Contact Center.
Hotelbeds contracts, connects and distributes a differentiated portfolio of more than 180,000 properties across 185 countries along with ancillary services such as transfers and activities to travel agents, tour operators, points redemption schemes and airlines.
“Vonage has been extremely valuable on the operations side of our business, helping to lower our costs, giving our contact centre agents far greater capabilities and ultimately enabling us to better serve our customers and suppliers,” said Xabier Zabala, global operations director at Hotelbeds. “During these challenging times, most of our employees are working from home, but even when they are able to return to the office, thanks to the Vonage Contact Center we will benefit from a hybrid and flexible footprint that combines office and remote working.”
Hotelbeds chose the Vonage Contact Center for its Salesforce integration as well as its omnichannel, routing and reporting capabilities. Agents can access the Vonage Contact Center from anywhere and the platform can be scaled in line with Hotelbeds' needs. During COVID-19, the company was able to transition employees to a remote working environment, and using Vonage’s single, cloud-based contact center platform, the organisation’s answer rates have improved, costs have been reduced and callers get greater call stability and audio quality.
“In the current environment, it’s more important than ever that we continue to communicate effectively and maintain a close relationship with our suppliers,” said Paul Anthony, digital commercialization director at Hotelbeds. “We are now conducting a lot of what used to be face-to-face visits via calls and are able to provide a rich, consistent and personalized customer experience with the Vonage Contact Center. We are even seeing significant improvements in our productivity.”
“Now more than ever, businesses worldwide are reliant on intelligent, cloud-based customer service and productivity tools to keep employees and customers connected and working efficiently,” said Paul Turner, VP of strategic accounts for Vonage. “We're pleased that the Vonage Contact Center has enabled Hotelbeds to easily operate remotely while delivering the best possible support to its customers and partners."