contact center
Cloud5 Communications Expands Contact Center Support for Millennium Hotels and Resorts to New Locations in the United Kingdom, Europe and Asia
Cloud5 Communication | June 1, 2022
Global hospitality management and real estate group leverages Cloud5 contact center expertise to provide reservations and guest relations services to international guests. Chicago, IL. — June 1, 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 a significant expansion of its contact center services for Millennium Hotels and Resorts. Following Cloud5’s successful track record with properties in the United States, Millennium Hotels and Resorts has extended its contact center partn...
Cloud5 Launches “Flip to SIP” Program to Provide Simple, Cost-Effective Path to FCC Telecommunications Compliance
Cloud5 Communications | March 1, 2022
New program offers hoteliers a solution to avoiding rate increases as FCC works to sunset copper-based telephone service lines. Chicago, IL. — March 1, 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 unveiling of its “Flip to SIP” program in response to the FCC mandate requiring the termination of POTs-based telecommunication lines. The program is specifically designed to provide businesses with a streamlined, cost-effective solution to transition to more modern telepho...
Harrah’s Cherokee Casino Resort Selects Cloud5 to Deliver Fast, Dependable HSIA Services
Cloud5 Communications | March 18, 2021
Chicago, IL. — March 18, 2021 — Cloud5 Communications, a leading provider of communications solutions for the world’s top hotel brands and management companies, today announced that Harrah’s Cherokee Casino Resort in Western North Carolina recently deployed the Cloud5 HSIA solution into their 1,100 room property and will now be extending the deployment as part of their expansion project scheduled to open later this year. Located on 56 acres in the heart of the Great Smoky Mountains, Harrah’s Cherokee Casino Resort also features over 3,000 games, the Le Fu Men gaming area, nine restaurants, the luxurious 18,000 square foot Mandara...
Cloud5 E911 Services Make It Easy for Hoteliers to Satisfy the Legal Requirements of Ray Baum’s Act and Kari’s Law
Cloud5 | December 17, 2020
Chicago, IL. — December 17, 2020 — Cloud5 Communications today announced E911 service offerings that provide for the fast, easy compliance with the rapidly approaching deadlines for the handling of calls from hotels to local emergency services. Cloud5 provides emergency routing services over SIP for E911 compliance with Ray Baum’s Act, which is enforceable as of January 6, 2021 and Kari’s law, which went into effect February 16, 2020. Ray Baum’s Act requires that all 911 calls include the “Dispatchable Location” of the caller in the form of additional information provided to the 911 center receiving the call. Dispatchable Loc...
Talent and Technology Go Hand-in-Hand in Contact Centers
JLL Real Views | April 16, 2018
Technology is transforming the way organizations interact with customers—but even the most promising digital tools still work best when paired with skilled humans. High-tech solutions like blockchain and automation will unquestionably reshape the contact center industry in the coming years. Yet this digital disruption is not expected to replace people entirely. Instead, contact center operators are seeking tech-savvy, customer service-oriented talent to work alongside robots. This dual focus on talent and digital strategy is fueling momentum in the U.S. contact center sector, where growth is currently outpacing the global industry...
It’s Time for Hotel Brands to Wake Up and Re-Evaluate Their Voice Channel
Robert Post | December 19, 2017
By Robert Post The voice channel delivers from 20 to 50% of bookings for hotel brands. So why has the Contact Center become such an overlooked hospitality distribution channel? In my opinion, our industry has forgotten the impact of this valuable asset, its power to generate revenue, and the customer service it can provide to satisfy the demands of today's busy traveler. In a recent survey, we discovered a startling fact - Contact Centers are an increasingly poorly managed channel. In fact, we learned that a surprising number of organizations did not have a handle on their voice revenue conversion. And even when they had these numbers, ...
Hoteliers Consistently Lose Revenue Without Measurable Benchmarks in Contact Center Performance, Says Cloud5 White Paper Based on a Survey of More tha
Cloud5 Communications Contact Center | November 7, 2017
Chicago, IL (November 7, 2017) — Cloud5 Communications released data from a survey of more than 8,300 hotels in the North American market, concluding that Hotel Operators have forgotten, or overlooked, the profit-generating power of a major direct channel—the Contact Center. The White Paper demonstrates that when managed properly the Contact Center, or Call Reservation Office (CRO), can be a thriving, high-value revenue center. In a time when revenues are challenged by the rise of online travel agents, the increasing complexity of social and mobile channels and a dramatically changing guest demographic, hoteliers should leve...
Cloud5 Expands Direct Reservations Services with New Contact Center in Puerto Rico
Cloud5 Communications | March 2, 2017
Multicultural center combines near-shore cost efficiency with superior process to deliver highest conversion rates and caller satisfaction scores Chicago, IL (March 2, 2017) — With 20% or more of booking revenue flowing from the direct channel, hotels are reassessing their call center strategies, choosing high-performance value over lowest cost outsourcing. As OTA and Airbnb disruption continues to challenge traditional hotel business and push down both ADR and margins, the direct channel provides an opportunity for hotels to take control and deliver on their brand promise. Responding to these market trends, Cloud5 Communications ...
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