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.
…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.