Hotelbeds is a global travel distributor of accommodation and ancillary products to the world's travel trade. The company contracts, connects and efficiently distributes a differentiated portfolio of more than 170 thousand properties over 185 countries to leading industry partners including online travel agencies, retail agencies, tour operators and airlines. It provides a solid platform for travel distribution based on its advanced API interface and leading technology infrastructure.
Hotelbeds is focused on driving business for its partners while simplifying the customer experience across every touchpoint. Following a market evaluation of contact center technology, the company signed a large, global deal for Vonage’s award-winning NVM solution, for its Salesforce integration, omni-channel, routing and reporting capabilities, together with PCI compliance and workforce management, through its premium pre-integrated partners. Hotelbeds also wanted a flexible and scalable solution which could be rolled out to other business functions.
Paul Anthony, Chief Integration Officer at Hotelbeds Group, comments, “We wanted to improve our customer experience by deploying a single, scalable cloud contact center solution that would efficiently integrate with Salesforce, given that the CRM platform is such a cornerstone in our organization, and Vonage was the perfect fit. We are looking forward to enhancing our customer satisfaction with Vonage’s NewVoiceMedia solution, to deliver exceptional customer experiences, across our global business.”
The NVM solution will enable Hotelbeds to provide a state-of-the-art experience for its 60 thousand customers worldwide, while improving its operational efficiencies and team productivity. Built from a true cloud environment with 99.999% platform uptime, the solution integrates all communications channels without expensive, disruptive hardware changes and plugs straight into a business’s CRM platform. Salesforce integration is central to the NVM solution, enabling businesses like Hotelbeds to create customer experiences that help them serve better and sell more. The solution integrates effectively, for better access to rich customer data, from which agents can make personal connections through every channel.
With NewVoiceMedia’s fully-integrated omni-channel experience, Hotelbeds can deliver a consistent customer experience across Salesforce digital channels and the NVM contact center. The company can route voice and interactions through email, chat, SMS, video and social channels in an integrated and unified manner, uniformly empowering digital and voice agents, optimizing resources and improving management of KPIs across customer interaction channels. Hotelbeds can therefore provide a rich, consistent and integrated experience, irrespective of the channel chosen by its partners, and without switching to a third-party solution.
Paul Turner, VP Benelux and Nordics at Vonage, adds, “We are now living and working in the Age of Customer Experience where organizations are increasingly being defined by customer delight. We are extremely pleased to have been selected as an important partner of Hotelbeds as it seeks to compete on customer experience, and we look forward to seeing the company make this transformation for its growing customer base.”