Talkdesk helpt Spaanse horeca- en reispionier bij het uitstippelen van koers naar digitale transformatie
SAN FRANCISCO & PALMA DE MALLORCA, Spanje–(BUSINESS WIRE)– Talkdesk®, Inc., een wereldwijde leider in cloudcontactcenters voor door klanten geobsedeerde bedrijven, is door Barceló Hotel Group gekozen om een cloudgebaseerde bestemming te bieden om de gastvrijheid te centraliseren contactcenteractiviteiten van het merk en de klantervaring (CX) voor hun klanten te verbeteren.
Barceló Hotel Group is de hoteldivisie van de Barceló Group, een Spaanse toeristische leider. Het horecabedrijf, opgericht in 1931 door Simón Barceló, is blijven bloeien onder leiding van drie generaties van de Barceló-familie. Barceló Hotel Group beheert 60.000 kamers in meer dan 270 vier- en vijfsterrenhotels in stads- en vrijetijdshotels in 24 landen. Hun bedrijfsfilosofie van “forward hoteligence” inspireert het merk om de maatstaf voor gastervaring te blijven verhogen – waardoor ze erkend worden als een van de 30 grootste hotelmerken ter wereld.
Barceló Hotel Group Chooses Talkdesk Contact Center Solution
Talkdesk helps Spanish hospitality and travel pioneer chart a course to digital transformation
SAN FRANCISCO & PALMA DE MALLORCA, Spain–(BUSINESS WIRE)– Talkdesk®, Inc., a global cloud contact center leader for customer-obsessed companies, has been chosen by Barceló Hotel Group to provide a cloud-based destination to centralize the hospitality brand’s contact center operations and improve customer experience (CX) for their clients.
Barceló Hotel Group is the hotel division of the Barceló Group, a Spanish tourism leader. Founded in 1931 by Simón Barceló, the hospitality company has continued to flourish under the leadership of three generations of the Barceló family. Barceló Hotel Group manages 60,000 guest rooms in more than 270 four- and five-star urban and leisure hotel properties across 24 countries. Their company philosophy of “forward hoteligence” inspires the brand to continue elevating the benchmark for guest experience – earning them recognition as one of the 30 largest hotel brands in the world.
Talkdesk CX Cloud™, an end-to-end customer experience solution, helped Barceló achieve digital transformation within their contact center. The flexibility and scalability of the Talkdesk platform eased the brand through a critical pivot from geographically siloed contact centers to one centralized virtual hub for managing all customer interactions. Previously, Barceló Hotel Group contact center agents – working from various locations across the globe – were only able to focus on customer inquiries within their own geographic areas. With the Talkdesk solution, every Barceló Hotel Group agent can assist any customer at any time. Talkdesk for Salesforce™ provides agents with real-time access to key customer details, ensuring guest needs are anticipated and met. Individual agents can also access all of their communication channels, tools, and customer data on a single screen, resulting in streamlined workflows and increased efficiency. AI-powered features like Talkdesk Interaction Analytics™ and Talkdesk QM Assist™ offer valuable, real-time coaching opportunities to help agents mine every interaction for the customer insights that lead to outstanding guest experiences.
“The Barceló commitment to excellent guest service is one of the main strategic objectives of the company. It’s not just our vocation, it’s the passion that drives us forward,” said Iñigo Onieva, global digital business director, Barceló Hotel Group. “We also believe that delivering excellent guest experiences, and offering additional value during the reservation process through our contact centers, begins with giving our employees access to the best tools integrated into an omnichannel experience with Barceló.com. The Talkdesk solution presents our contact center agents with a simpler way to leverage complex data and provide a more personalized, seamless guest experience – before, during, and after staying at any one of the hotels managed by Barceló Hotel Group.”
“In hospitality and tourism, the customer journey extends beyond those moments spent enjoying five-star hotel accommodation. The brands who strive to also provide five-star guest experiences – from first inquiry to those thoughtful post-visit touchpoints – will be recognised as pioneers in the quest for guest loyalty,” said Kathie Johnson, chief marketing officer, Talkdesk. “With the Talkdesk solution, Barceló agents will have the capabilities and support needed to guide guests on that complete journey. We’re proud to partner with Barceló in achieving their customer experience goals.”
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Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, vertical expertise, and global footprint reflect our commitment to ensuring that businesses can deliver better experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes.
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