Vonage > 实例探究 > HotelBeds 选择 Vonage 帮助应对疫情

HotelBeds 选择 Vonage 帮助应对疫情

公司规模

Large Corporate

国家

Worldwide

产品

Vonage Contact Center

技术栈

Salesforce

实施规模

Enterprise-wide Deployment

影响指标

Productivity Improvements
Cost Savings

技术

应用基础设施与中间件 - API 集成与管理

适用功能

销售与市场营销
商业运营

用例

远程协作
远程控制

服务

云规划/设计/实施服务

关于客户

HotelBeds 是全球领先的床位银行，拥有超过 180,000 家酒店和 B2B 旅行买家网络，包括旅行社、旅行社和航空公司网站。该公司在全球范围内运营，为全球各个地区的客户提供服务。2020 年，该公司面临着全球卫生危机及其对旅游业的广泛影响。该公司需要应对这些挑战，同时继续为客户提供高质量的服务。

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挑战

在 COVID-19 疫情期间，HotelBeds 面临着为其联络中心和其他人员过渡到远程工作环境的挑战。这需要将其电话基础设施升级并迁移到与 Salesforce 无缝集成的单一平台。该公司还必须适应新的业务开展方式，许多面对面的拜访被电话取代。此外，通话的性质也在发生变化，销售人员现在接听客户的来电，而这在以前并不常见。

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解决方案

HotelBeds 选择实施 Vonage 联络中心解决方案，以帮助他们过渡到远程工作环境。基于 Vonage 的联络中心在单一平台上运行，并提供更强大的呼叫者体验。通过全面集成 HotelBeds CRM，代理可以在接到电话时立即查看客户详细信息。该解决方案还提供丰富的客户数据，这对公司来说非常有价值。CRM 平台是组织的基石，而 Vonage 完全符合他们的需求。

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运营影响

The implementation of the Vonage Contact Center solution has allowed HotelBeds to successfully transition to a remote working environment. This has resulted in improved productivity, as the company is now able to conduct a lot of what used to be face-to-face visits via calls. The solution has also helped the company adapt to the changing nature of calls, with sales people now taking inbound calls from customers. Furthermore, the solution has enabled the company to consider PCI compliance, which was not typically a concern before.

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