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Wyndham International is one of the world's premier hotel operating companies. With over 150 upscale and luxury properties and some 36,000 rooms in the U.S., the Caribbean, Canada, Mexico, and the U.K., Wyndham is one of the largest hospitality and lodging companies in the U.S.
Wyndham wanted to provide the branding of "one voice of Wyndham" for all their telephone lines. Through growth, acquisitions, and conversions, Wyndham found itself with a variety of voice systems greeting and servicing customers. Wyndham selected Voxify Automated Agents to strategically implement speech across the entire telephone channel, automating 45% of all calls from start-to-finish.
Problem
- No branding of the telephone channel. There were different voices and different voice systems.
- No way to provide immediate service on the phone. Did not have a way to offer self-service options.
Solution
- Voxify Welcome Agent answering all calls and routing to other Automated Agents or Customer Service Representatives depending on the nature of the call.
- All Automated Agents have the same Wyndham voice and persona giving the "one voice of Wyndham".
- Automating 45% of all calls, from start-to-finish.
- Voxify Automated Agents
- Welcome
- Hotel Information
- Confirmation
- Reservation
- Loyalty
- Deployed as a Hosted Managed Service
Benefits
- Per-call savings of 85%
- Welcome and Hotel Information deployed in 6 weeks
- 90% call completion rate
- Automating 45% of all calls, from start-to-finish
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