Cloud5 Contact Center Achieves Major Service Record with One Million Hotel Reservations Booked
February 9, 2017 8:37am
Chicago, IL (February 9, 2017) — Cloud5 Contact Center, the only provider of reservations optimization and enhanced agent services exclusively for the hospitality and travel industries, achieved a major contact center record last year booking one million reservations for its hotel clients. One million reservations were generated by Cloud5’s servicing of more than 1.5 million calls into its multi-facility operation during 2016.
Cloud5 Contact Center clients include major hotel groups and independent chains for economy, mid-range, and luxury brands, as well as fine hotel and resort loyalty programs. Centers provide a unique range of revenue generation services including central reservations, sales optimization, loyalty services, OTA rate management, and social media engagement.
“We use Cloud5 to cement guest relationships,” said Tia Graham, Director of Sales and Marketing at The London West Hollywood at Beverly Hills, a AAA Four Diamond property and member of American Express Fine Hotels & Resorts. “Cloud5 agents deliver better conversion results because they combine industry knowledge with a feel for our brand that allows them to tell The London story, including the unforgettable guest experience we offer.”
What makes Cloud5 different is a comprehensive guest-centric strategy that immerses its world-class hospitality agents into its client brand and culture. This unique brand advocacy approach translates each agent’s travel experience into passion for the guest stay experience. The proven personalized, high-value solution generates an improved guest experience for the contact center investment, resulting in higher conversion rates, greater guest loyalty, and ultimately, higher direct revenue growth.
“Our partnership with Cloud5 is a critical part of our revenue strategy,” explained Jackie Collens, Director of Sales at The St. Regis New York, a Forbes Five-Star and AAA Five Diamond hotel located in the heart of midtown Manhattan. “It’s a proven system that combines highly trained agents with advanced call center processes that provide us with higher call conversion and ADR than we can achieve on our own.”
Focus on metrics and continual process improvement is a core value for the Cloud5 Contact Center. The company believes in transparency of KPIs so clients understand the performance that drives their success such as gross and net conversion rates, length of stay, average daily rate (ADR), service level, abandon rate, average call time and Net Promoter Score (NPS) or “how likely are you to refer our organization to a friend?”.
Ron Gardner, President of RGC Consulting Services, a profit optimization consultancy serving top hotel brands and investment groups, stated, “Cloud5 leads the industry in cultivating its agents to maximize satisfaction and minimize attrition, and that means more reservations and higher revenue per booking for its clients. Most hospitality companies are blind to the impact of high reservation agent turnover in compromised call conversion and lost revenue. Cloud5 eliminates that risk to drive more revenue.”
For more information on Contact Center services, contact Cloud5 at email@example.com.
Tags: cloud5 communications,
Cloud5 Communications simplifies complex networking and support for the hotel industry. It delivers a comprehensive user-friendly platform that brings together advanced cloud-based data and voice solutions, including end-to-end High-Speed Internet Access (HSIA), converged networks, hosted PBX/VOIP, network design and WAN/LAN management, as well as contact centers, for more than 4,000 hotels touching more than 1,000,000 users worldwide.
A division of Cloud5 Communications, Cloud5 Contact Center is the leading reservations optimization and agent service delivery provider in travel and hospitality. With the industry’s most tenured, experienced travel consultants and its uniquely personal caller engagement processes, Cloud5 delivers higher call conversion rates, increased revenue per booking, greater caller satisfaction and guest loyalty than traditional in-house call centers or large multi-vertical operations. For more information about Cloud5 solutions, visit www.cloud5.com, or call +1 877.241.2516.
Contact: Michael Frenkel, MFC PR – New York
It’s Time for Hotel Brands to Wake Up and Re-Evaluate Their Voice Channel
Hoteliers Consistently Lose Revenue Without Measurable Benchmarks in Contact Center Performance, Says Cloud5 White Paper Based on a Survey of More than 8,300 North America Hotels
Using Loyalty Programs as a Tool for Brand Education
AI Now Available to Thousands More Hotels Via Cloud5 and Go Moment Partnership
Cloud5 Streamlines Guest Engagement with Volara Partnership
Hospitality, Meet the Digital Age: Three Ways Hotel Loyalty Programs are Improving
Award-Winning Naples Grande Beach Resort Selects Cloud5 for Hosted Telephony
Cloud5 Partners with Mitel to Expand Voice Solutions
Cloud5 Expands Direct Reservations Services with New Contact Center in Puerto Rico
Cloud5 Taps Hospitality Industry Communications Leader, Steve Brown, as Executive Director of Business Development
Guests Are Winning the Battle Over Hotel Bandwidth
Five Trends that Will Shape Hotel Investment in Communication Networks in 2017
Thousands of Hotels Leverage Cloud5 SIP Trunking to Reduce Costs and Create a Migration Path to Cloud-based Communication Services
Gaining Momentum: Cloud5 Adds Key Industry Leaders to Team
Cloud5 Communications Appoints Mark Holzberg as Chief Commercial Officer
JD Power Reports Marriott Ranks First in Customer Satisfaction with Hotel Loyalty/Rewards Programs
Invitation to Participate in Research Project on Loyalty Programs
Deloitte Survey Finds Airline Loyalty Programs Miss the Mark on Encouraging Real Loyalty
Please login or register to post a comment.