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12/15/2016

Carlson Rezidor Hotel Group Selects inContact Cloud Solutions to Power Customer Service Operations

inContact, a NICE company and a provider of cloud contact center software and workforce optimization tools, said that Carlson Rezidor Hotel Group selected them to transition from their legacy contact center system to inContact’s scalable Customer Interaction Cloud. Carlson Rezidor specifically sought out a cloud solution to accommodate their growing customer base and meet their customer service goals. inContact cloud solutions provide Carlson Rezidor with a competitive advantage through a cost-effective model for their complex telecommunications needs.
 
Carlson Rezidor will provide their customers with inContact’s tightly integrated Automatic Call Distributor and Interactive Voice Response system. This powerful omnichannel cloud platform ensures each customer interaction is routed to the appropriate global location and most-skilled agent for the guest’s specified need. Additionally, Carlson Rezidor will leverage inContact’s industry-leading Voice as a Service network connectivity to improve its customer service quality and reliability.
 
“Providing a seamless customer service experience is crucial as our customer base continues to grow,” said Brad Beakley, senior vice president of Commercial Operations, Carlson Rezidor Hotel Group. “It was important for us to find a scalable cloud software solution that delivers the best service possible to our valued guests, while capturing our contact center’s activity through customizable dashboards with both real-time and historical analytics.”
 
In addition to inbound cloud contact center solutions, Carlson Rezidor chose inContact Workforce Optimization to improve agent efficiency and reduce overall contact center operation costs. The complete solution includes inContact Quality Management, offering robust reporting options to track all activity within the customer experience lifecycle.