Vonage Contact Center Helps Hotelbeds Handle the Challenges of a Global Pandemic While Boosting Customer Experience
November 19 2020 - 3:00AM
Business Wire
Vonage (Nasdaq: VG), a global leader in cloud communications
helping businesses accelerate their digital transformation, today
announced that Hotelbeds has revealed it has better served its
global customer-base while operating remotely with the Vonage
Contact Center during COVID-19.
Hotelbeds is the world's leading bedbank. The company contracts,
connects and efficiently distributes a differentiated portfolio of
more than 180,000 properties across 185 countries – plus ancillary
services such as transfers and activities – to leading industry
partners including retail 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,” comments 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 deep
Salesforce integration, omnichannel, routing and reporting
capabilities. As a flexible, scalable cloud solution, agents can
access the Vonage Contact Center from anywhere and it can be easily
scaled in line with Hotelbeds' needs. This provides the technology
necessary to boost the organisation's response to any increase in
demand. During COVID-19, Hotelbeds was able to seamlessly
transition employees to a remote working environment, and using
Vonage’s single, cloud-based contact centre platform, the
organisation’s answer rates have improved, costs have been reduced,
and callers now benefit from 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,” comments Paul Anthony, Digital
Commercialisation 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 personalised 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,”
comments Paul Turner, Vice President, 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."
To find out more about how Hotelbeds is using the Vonage Contact
Center, visit www.vonage.com.
###
About Vonage
Vonage, (Nasdaq: VG) a global cloud communications leader, helps
businesses accelerate their digital transformation. Vonage's
Communications Platform is fully programmable and allows for the
integration of Video, Voice, Chat, Messaging and Verification into
existing products, workflows and systems. Vonage's fully
programmable unified communications and contact centre applications
are built from the Vonage platform and enable companies to
transform how they communicate and operate from the office or
anywhere, providing enormous flexibility and ensuring business
continuity.
Vonage Holdings Corp. is headquartered in New Jersey, with
offices throughout the United States, Europe, Israel, Australia and
Asia. To follow Vonage on Twitter, please visit
www.twitter.com/vonage. To become a fan on Facebook, go to
facebook.com/vonage. To subscribe on YouTube, visit
youtube.com/vonage.
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version on businesswire.com: https://www.businesswire.com/news/home/20201119005128/en/
Vonage PR Contact Nicola Brookes +44 (0)125 659 7454
nicola.brookes@vonage.com
Vonage Investor Contact Hunter Blankenbaker +1
732-444-4926 hunter.blankenbaker@vonage.com
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