Hotelbeds upgrades entire telephony infrastructure to benefit customers


Eager to streamline clients’ overall experience, Hotelbeds has announced that it has completed the upgrade of the entire telephony infrastructure that supports its Contact Centre.

The upgrade, which began at the end of 2019, entailed the migration of all existing services onto a new cloud-based Salesforce contact centre solution provided by Vonage.

Following this migration, Holtebeds’ Contact Centre, which provides customer support for both the Hotelbeds and Bedsonline brands, plus the Beyond the Bed portfolio, will now operate on a single platform. It will offer customers greater call stability and improved audio quality; will almost completely eliminate dropped calls; will fully integrate with Hotelbeds’ CRM system; will improve call answer times and call answer rates; and will save clients’ money because of local rate telephone numbers.


Global operations director, Hotelbeds, Marc Albert enthused on the news: “Whilst the migration onto the Vonage platform had been scheduled for some time, clearly this couldn’t have come at a more important moment due to the unexpected challenges of COVID-19. I am very proud to confirm that the improved response times, CRM integration and overall improved call quality introduced by this upgrade has meant that we have been able to maintain our high-standard of customer service, despite seeing very significant spikes in volumes of calls during recent months.”

Albert concluded: “On behalf of all my senior colleagues I would like to congratulate all those involved in this successful migration and thank them for their hard work. This is yet another great example to our partners of how we are #WithYouAllTheWay!”