Cloud5 Communications is a North American provider of hotel and travel industry contact centers, Cloud-based voice offerings, guest Internet solutions as well as full-service network design and management. Trusted by both large and small brands worldwide, Cloud5 is continually innovating to deliver the ultimate solution in integrated communications. Today, the company announced that one of its core business units, its contact center services, has been experiencing dramatic growth over the past year.
The addition of new resources to handle an increase in business from such notable hotel companies as Sonesta Hotels and Resorts, Kimpton Hotels as well as additional volume from a premier credit card company, proves that Cloud5 has the right people, the right training program, and a guest relationship engagement model that enhances its clients revenue up-sell and drives increased retention. Cloud5 has significantly expanded its hotel brand and management company support services in 2015 and Q1-2016. This growth includes the addition of three new hotel brands and the expansion of support to both new and existing hotel management group clients. This success has stemmed primarily from the superior revenue generation and efficiency achieved by the company’s unique multi-CRS platform capabilities.
Cloud5 contact centers are continually exceeding industry norms related to revenue conversion, service level, and quality. The company averages 5% to 7% points above industry averages in all areas, but the most important is revenue conversion up to 9% higher for their clients. Cloud5’s proprietary process and well-trained agent teams are designed to become a unique extension of their client’s brands and are well versed in every facet of their client’s business, enabling them to convert calls into reservations more effectively. Cloud5’s continued focus on empowering agents into contact center ‘superstars’ is the reason that their clients see such significant results.
“The desire and requirement to deliver exceptional service is at the forefront of every facet of our business,” said Robert Post, CEO of Cloud5 Communications. “Our unique technology infrastructure and process is built to enable our people in the contact centers to become superstar advocates for our clients and the exponential growth in 2015 and 2016 validates their effectiveness and our customers trust in our service.”
Post explains that the changing nature of today’s guest requires Hotels to differentiate themselves based on engagement and service. Guest experience is the number one priority for most hoteliers, and the strength of our contact center services to be more effective in tailoring communication directly to guests’ needs is a key differentiator. There has never been a better time to serve the hospitality and travel industry, and we look forward to eclipsing our past accomplishments in the months and years ahead for our clients.”
Attendees of HITEC 2016 are invited to visit Cloud5 Communications at booth #1432.
