Communications provider deploys newest location to assist with reservation calls for one of North America’s fastest growing hospitality organizations.
Chicago, IL. — October 11, 2022, Cloud5 Communications, a leading provider of communications solutions and Managed IT Services for more than 5,000 hotels, MDUs, and commercial facilities across the Americas, has today announced the latest expansion of its contact center services with the opening of a new location in South Africa. Initially tasked with handling reservation calls for one of hospitality’s fastest growing North American companies, Cloud5’s South African contact center underscores the industry’s continuing rebound and will expand its offshore capabilities as market conditions continue to evolve.
“The hospitality industry in general has seen a tremendous uptick in market performance improvement, but ongoing worker shortages are stalling efforts to cater to the increased demand for travel,” said Mark Holzberg, President and CEO at Cloud5 Communications. “Cloud5 is honored to leverage the results of its own impressive growth to provide hotel businesses with the support they need to maximize revenue-earning opportunities.”
Cloud5’s South Africa location joins the company’s five existing centers of operation in New Brunswick, Canada, as well as its contact center headquarters in Toronto. South Africa, long a highly reputed location for business process outsourcing (BPO), was determined to be an ideal fit for this expansion based on its large English-speaking population, multilingual capabilities and pool of available labor. While the first phase of the contact center’s footprint expansion will predominately focus on providing general reservation service, ultimately, the facility in South Africa will also augment Cloud5’s full range of BPO services including guest and customer relations as well as services provided out of North America such as digital and social media support.
“Cloud5’s has worked hard to keep pace with hospitality’s need for experienced customer service representatives who know how to deliver guest satisfaction and are trained to increase conversion rates,” said Jason Reid, Senior Vice President and General Manager of Cloud5’s contact center division. “Our new South African contact center is just one of seven that Cloud5 currently operates, and we look forward to opening additional facilities and expanding our service offerings as more hoteliers and other vertical markets look for external voice reservations, customer relations and digital support.”
Demonstrating its wide-ranging capacity for handling large call volumes, Cloud5 contact centers are credited with successfully fielding more than 4 ½ million reservation-related calls during over the last year. This figure notably does not include the number of calls received for other Cloud5 contact center offerings, including travel program services, loyalty or customer care support.