HotelREZ improves customer experience with cloud technology

HotelREZ client Vale Resort in Cardiff, England.

HotelREZ Hotels and Resorts is now using NewVoiceMedia’s ContactWorld for service to enhance its customer experience. This is following deployment of Salesforce, to power its voice reservation service, TelREZ. NewVoiceMedia's cloud customer contact solution integrates seamlessly with Salesforce to ensure all customer interactions are tracked and service levels measured, providing HotelREZ with communications that are complementary to its Salesforce system.

The service team now benefits from immediate access to a customer's entire history of interactions and inbound calls are intelligently managed and routed, ensuring callers are connected to the most appropriate agent - improving handling time and customer satisfaction. With a cloud environment, NewVoiceMedia also offers the company a flexible platform for growth and reduced capital investments.

Furthermore, agents can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations. The platform offers a real-time window into the entire contact centre operation, so agents can be easily managed, and customizable, rich reports allow the company to expose where improvement opportunities exist.

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Security of customer data is also of critical importance to the company, and as such, NewVoiceMedia was the first cloud contact centre provider to be ISO27001 certified and achieve 1 PCI-DSS compliance; providing the equivalent level of security as banks and is regularly audited to maintain compliance.

TelREZ by HotelREZ is an established hotel call center solution offering a personal and flexible service including after-hours and overflow support. All calls are answered promptly by a team of highly trained, multi-lingual staff, with an extensive knowledge of the hotels the company represents.

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