Vonage Contact Center Helps Hotelbeds Handle the Challenges of a Global Pandemic While Boosting Customer Experience

Vonage Contact Center Helps Hotelbeds Handle the Challenges of a Global Pandemic While Boosting Customer Experience

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.

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