Elite Telecom has announced a new contract with InterContinental Hotels Group (IHG) which will see it enhance the hotel group’s UK customer service operation.
Elite is best known for its InterContinental, Crowne Plaza and Holiday Inn brands – with a streamlined UK inbound call routing system.
IHG had originally relied on 87 individual Interactive Voice Response (IVR) plans, which Elite helped amalgamate into one service with a central interface.
The new system allows IHG, the world’s largest hotel group, to direct call volume to any of its global call centre locations in the event of a system failure.
The deal also includes facilities for managing real time call information, call reporting and disaster recovery routing for incoming call volume from Spain.
JJ Heilbron, Manager Regional Infrastructure for IHG, said: “Operating a multitude of sites presents complex considerations for our telecoms network. Having one interface will enable greater efficiencies while allowing us to provide the excellent customer service our guests expect.”
Simon Cutler, Elite Telecom’s European Sales Director, said: “Streamlining IHG’s systems into one web based platform will deliver an even more efficient service for IHG’s operations and its customers.”
“The added functionality will enable us to seamlessly re-direct calls to one of three worldwide call centres and ensure business continuity. IHG will also have access to our class-leading 24/7 European customer service support and account management.”