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News : Talkdesk Implements Contact Center Solution for Iberostar Hotels & Resorts

#contactcenterworld, @talkdesk

San Francisco, CA, USA, & Madrid, Spain, Mar 23, 2022 -- Talkdesk, Inc., a global customer experience provider for customer-obsessed companies, has been selected by Palma-based travel icon Iberostar Hotels & Resorts as its contact center solution provider. Talkdesk ensured a successful journey for Iberostar as the company navigated from on premises to remote call center operations.

As with many companies in the hospitality industry, COVID-19 became a catalyst for Iberostar Hotel & Resorts’ contact center modernization. Pre-pandemic, the hotel chain’s reservation center agents worked exclusively on premises, on desktops. COVID-19 restrictions meant that agents would need to work from home, immediately and indefinitely. Additionally, worldwide travel disruptions led to unprecedented call volumes. While Iberostar Hotels & Resorts quickly pivoted reservation center operations to a remote model, the company recognized the need for a more advanced, flexible technology to support immediate requirements, as well as long-term goals.

Talkdesk CX Cloud™, an end-to-end customer experience solution, allowed Iberostar Hotels & Resorts to create a single virtual reservation center. The Talkdesk solution empowered Iberostar Hotel & Resorts agents to continue providing the company’s signature global standard setting customer service no matter where they were working from.

"One of Iberostar Hotel & Resorts' greatest strengths is our commitment to quality. For us, customers aren’t just guests, they’re an extension of our family and we’re dedicated to providing the best holiday experience for them from start to finish," said Lucía Rubio, contact centers and CX online director, Iberostar Hotels & Resorts. "With the Talkdesk solution, no matter where our agents are working, they have the tools they need to make guests feel valued and welcomed in every interaction."

"As global travel starts a return to pre-pandemic volume, competition for guest loyalty will be even greater. Travelers will look to re-engage with the brands they trust most, and customer experience is essential to building and nurturing that trust," said Kieran King, chief customer officer, Talkdesk. "With a modernized virtual contact center solution, Iberostar Hotels & Resorts empowers their agents to support the kind of holiday experience guests deserve, from the very first contact onwards. Talkdesk is proud to partner with them in achieving their customer experience goals."

#contactcenterworld, @talkdesk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Talkdesk:
Company LogoTalkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
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Today's Tip of the Day - 100% Recording

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Published: Friday, March 25, 2022

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2024 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

2.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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