SAN FRANCISCO, California—Genesys introduced that IHG Inns & Resorts has applied its Genesys Cloud platform to boost the corporate’s visitor providers. IHG has unified its world name middle operations on Genesys Cloud. From reserving a keep in Rome, to requesting further pillows in Paris, to upgrading a room in Kyoto, Genesys helps IHG speed up the visitor’s journey.
“IHG’s resolution to implement Genesys Cloud was pushed by our dedication to enhancing the visitor expertise by cutting-edge know-how and future-proofing our contact middle capabilities,” stated Mary Henderson, head of reservations and buyer care know-how at IHG Inns & Resorts. “This transition ensures now we have a best-in-class resolution that optimizes operations, engages visitors, and empowers our brokers to ship seamless service at scale.”
Not too long ago, IHG executed one in all its largest-ever buyer expertise middle transformations, migrating hundreds of visitor providers brokers and hundreds of toll-free numbers throughout eight world websites—with none downtime. Behind the scenes, a big community of individuals, platforms, and cellphone strains got here collectively to make sure visitors get solutions sooner.
“With innovation on the coronary heart of their visitor expertise, IHG is exhibiting what fashionable hospitality seems like,” stated Scott Cravotta, chief buyer officer at Genesys. “By tapping into Genesys Cloud, IHG has constructed a future-ready basis, enabling them to boost operational effectivity, optimize agent efficiency, and set a brand new normal for clever visitor engagement within the hospitality business.”
To additional improve IHG contact middle operations, Genesys is equipping the corporate with next-generation AI capabilities by its Genesys Cloud platform. Constructing on the deployment of superior voice and digital channels, workforce engagement administration, and clever routing, Genesys is enabling IHG to optimize operations, improve self-service choices, and create extra seamless visitor interactions.
