Cloud solution helps hotel chain compete in hospitality industry

Carlson Rezidor Hotel Group has chosen a new solution to transition from its legacy contact center system. The global hotel chain is deploying Customer Interaction Cloud from inContact, a provider of cloud contact center software and workforce optimization tools.

Carlson Rezidor sought a cloud solution to accommodate its expanding client base and meet its customer service goals. According to inContact, its solution offers Carlson Rezidor a competitive advantage through a cost-effective model for complex telecommunications needs.

Brad Beakley, senior VP of commercial operations with Carlson Rezidor Hotel Group, says, “Providing a seamless customer service experience is crucial as our customer base continues to grow. It was important for us to find a scalable cloud software solution that delivers the best service possible to our valued guests, while capturing our contact center’s activity through customizable dashboards with both real-time and historical analytics.”

The omnichannel cloud platform enables each customer interaction to be routed to the appropriate global location and most skilled agent for the guest’s specific need. Carlson Rezidor also will leverage inContact’s voice as a service network connectivity to improve its customer service quality and reliability.

Paul Jarman, inContact CEO, says, “Many travel and entertainment providers are choosing the cloud to unify their operations, cost-effectively address their scalability requirements during peak travel seasons and offer more communication choices with their discerning and valued customers.”