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Custom Contact Center Solution Delivers Increased Efficiencies for Hilton Reservations Worldwide

How Did CTI and IVR Technologies Result in an Additional 24 Hours per Day of Customer Contact per Location?


Hilton Reservations Worldwide (HRW) provides reservation services for Hilton Hotels Corporation and Hilton International Corporation, servicing brands such as Hilton, Conrad, Doubletree, Embassy Suites and more. Altogether HRW handles more than 31 million calls annually, resulting in more than 9 million reservations. However, as the hotel brands supported by HRW increased, so did the amount of direct-dial numbers that customers could use to make reservations.

HRW required a solution that would allow them to improve agent productivity, allowing agents to handle rising call volume without increasing spending.

Our Solution Included CTI and IVR Technologies That:

  • Moved routine call center transactions to automated systems to improve agent effectiveness
  • Utilized inexpensive, functionally rich, CTI middleware product which allowed data to be shared across various call centers
  • Streamlined global call center operations
  • Consolidated disparate technologies from different call centers into one cohesive solution
  • Utilized front-end and back-end IVR applications to streamline agent activities

…and more. Download our Hilton Reservations Worldwide case study to see the drastic improvements made to HRW’s call centers through the implementation of cost-effective, efficient and scalable CTI and IVR technologies.