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Upgrading our Customer Call Centre

Upgrading our Customer Call Centre
Jul.9, 2020
by Hotelbeds

The successful upgrade of our Customer Call Centre began late last year and involved migrating all existing services onto a new cloud-based Salesforce contact centre solution platform, managed by Vonage (previously known as New Voice Media).

As a result of this, our Contact Centre – which provides customer support for the Hotelbeds and Bedsonline brands, plus the Beyond the Bed portfolio – will now operate on a single unified platform and will offer you:

 

  • Greater call stability
  • Improved audio quality
  • Almost complete elimination of dropped calls
  • Full integration with Hotelbeds’ CRM system, meaning that we  will automatically access your details on receiving a call
  • Improved call answer times and increased call answer rates
  • Cost savings for you via offering local rate telephone numbers. 
     

Commenting on the successful migration, our Global Operations Director, Marc Albert said: “Whilst this had been scheduled for some time, clearly it couldn’t have come at a more important moment due to the unexpected challenges of COVID-19.

“Therefore I’m very proud to confirm that the improved response times, CRM integration and overall greater call quality introduced by this upgrade has meant that we have been able to maintain our high-standard of customer service, despite seeing very significant spikes in volumes of calls during recent months.”

“On behalf of all my senior colleagues I would like to congratulate all those involved in this successful migration and thank them for their hard work. 
This is yet another great example to our partners of how we support them!”

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