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Cloud5 Communications Contact Centers Services Growing

June 23, 2016
By Michael Guta - Contributing Writer

Developments in cloud technology have improved contact centers by providing next generation solutions, flexibility and the scalability to address the technological and operational needs of any size organization. Since it was founded in 2006, Cloud5 Communications has been serving the hospitality industry by providing comprehensive and personalized call center services that are essential for hotel and travel businesses and their customers.

Cloud5 just announced it has experienced an exceptional year, with a solid growth trajectory in its contact center segment. The company attributes this growth to the propriety processes it has in place to deliver contact center services to many of the leading hotel and travel related brands in the world.

According to the company, the system it has implemented to deliver the same quality of service for all its customers is based on hiring the right people, the right training program and a model that engages with the customers of the companies in this industry by building relationships. It makes this possible by becoming intimately aware of all the services its clients offer and becoming an extension of their business to answer any customer requests.

The growth was driven with the addition of three new hotel brands and the expansion of support to new and existing hotel management group clients. The company said its unique multi-CRS platform capabilities was responsible for superior revenue generation and efficiency for the brands that expanded the services.

Cloud5's revenue conversion capability is up to nine percent higher than other providers in the industry, while in other areas of contact center performance it averages five to seven percent higher.

"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."

One of the biggest differentiators in the hospitality industry is the customer service clients experience. This no longer only applies to their stay in hotels. Their digital experience as well as their interaction with a contact center greatly determines if they will book a room.

With mobile, social media and instant access, customers want to engage with companies before they make the decision to say in a hotel or resorts. Contact centers therefore must have multi-channel capabilities to interact with customers on any touch point or platform while providing all the information they need any time of day. 

Edited by Maurice Nagle

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