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Hotelbeds Selects Vonage’s NewVoiceMedia Contact Center Solution to Transform Service Experience for Global Customer Base

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HOLMDEL, N.J.–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/NewVoiceMedia?src=hash” target=”_blank”gt;#NewVoiceMedialt;/agt;–Vonage
(NYSE:VG), a global business cloud communications leader, today
announced that Hotelbeds,
a leading business-to-business bedbank, has selected its NewVoiceMedia
(NVM) solution to better serve its global customer-base by delivering
exceptional, emotive experiences.

Hotelbeds is a global travel distributor of accommodation and ancillary
products to the world’s travel trade. The company contracts, connects
and efficiently distributes a differentiated portfolio of more than 170
thousand properties over 185 countries to leading industry partners
including online travel agencies, retail agencies, tour operators and
airlines. It provides a solid platform for travel distribution based on
its advanced API interface and leading technology infrastructure.

Hotelbeds is focused on driving business for its partners while
simplifying the customer experience across every touchpoint. Following a
market evaluation of contact center technology, the company signed a
large, global deal for Vonage’s award-winning NVM solution, for its
Salesforce integration, omni-channel, routing and reporting
capabilities, together with PCI compliance and workforce management,
through its premium pre-integrated partners. Hotelbeds also wanted a
flexible and scalable solution which could be rolled out to other
business functions.

Paul Anthony, Chief Integration Officer at Hotelbeds Group, comments,
“We wanted to improve our customer experience by deploying a single,
scalable cloud contact center solution that would efficiently integrate
with Salesforce, given that the CRM platform is such a cornerstone in
our organization, and Vonage was the perfect fit. We are looking forward
to enhancing our customer satisfaction with Vonage’s NewVoiceMedia
solution, to deliver exceptional customer experiences, across our global
business.”

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The NVM solution will enable Hotelbeds to provide a state-of-the-art
experience for its 60 thousand customers worldwide, while improving its
operational efficiencies and team productivity. Built from a true cloud
environment with 99.999% platform uptime, the solution integrates all
communications channels without expensive, disruptive hardware changes
and plugs straight into a business’s CRM platform. Salesforce
integration is central to the NVM solution, enabling businesses like
Hotelbeds to create customer experiences that help them serve better and
sell more. The solution integrates effectively, for better access to
rich customer data, from which agents can make personal connections
through every channel.

With NewVoiceMedia’s fully-integrated omni-channel
experience, Hotelbeds can deliver a consistent customer experience
across Salesforce digital channels and the NVM contact center. The
company can route voice and interactions through email, chat, SMS, video
and social channels in an integrated and unified manner, uniformly
empowering digital and voice agents, optimizing resources and improving
management of KPIs across customer interaction channels. Hotelbeds can
therefore provide a rich, consistent and integrated experience,
irrespective of the channel chosen by its partners, and without
switching to a third-party solution.

Paul Turner, VP Benelux and Nordics at Vonage, adds, “We are now living
and working in the Age of Customer Experience where organizations are
increasingly being defined by customer delight. We are extremely pleased
to have been selected as an important partner of Hotelbeds as it seeks
to compete on customer experience, and we look forward to seeing the
company make this transformation for its growing customer base.”

For more information about the NewVoiceMedia solution, visit www.newvoicemedia.com.

Salesforce and others are trademarks of salesforce.com, inc.

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– ENDS –

About Vonage

Vonage
(NYSE:VG) is redefining business communications, helping enterprises
use fully-integrated unified communications, contact center, and
programmable communications solutions via Nexmo, the Vonage API
Platform, to improve how business gets done. True to our roots as a
technology disruptor, we’ve embraced technology to transform how
companies connect, collaborate and communicate to create better business
outcomes. Vonage’s fully-integrated cloud communications platform built
on a microservices-based architecture enables businesses to collaborate
more productively and engage their customers more effectively using
intelligent interactions across all channels, including messaging, chat,
social media, video and voice.

Vonage’s NewVoiceMedia
solution
provides contact center and inside sales technology that
enables businesses to create exceptional, emotive customer experiences
to serve better and sell more. Built from a true cloud environment with
99.999% platform uptime, this award-winning solution integrates all
communications channels without expensive, disruptive hardware changes
and plugs straight into your CRM for full access to hard-won data.

Vonage is headquartered in Holmdel, New Jersey, with offices throughout
the United States, Europe and Asia. Vonage can be found on Twitter,
Facebook,
LinkedIn,
and YouTube.
Vonage’s NewVoiceMedia can be found on Twitter,
Facebook,
and LinkedIn.

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About Hotelbeds

Hotelbeds
is the world’s leading business-to-business Bedbank.

In a fragmented and complex travel landscape, Hotelbeds provides over
180,000 hotels across the globe with access to high-value, complementary
distribution channels that significantly increase occupancy rates and
optimise RevPAR – whilst not competing with the hotelier’s direct
distribution strategy.

Hotelbeds does this by offering hoteliers access to a network of over
60,000 hard-to-access B2B travel buyers such as tour operators, retail
travel agents, airlines, and loyalty schemes in over 140 source markets
worldwide. These channels provide hotel partners with returning guests
that book further in advance, cancel less, spend more in-destination and
stay longer.

In addition to accommodation, Hotelbeds is also the world’s largest B2B
seller of travel ancillaries, offering 24,000 transfer routes and 18,000
activities, as well as attractions, tickets and car hire. Operating
under the ‘Beyond the Bed’ product line, it provides both hoteliers and
travel distribution partners with an efficient platform and powerful
tools to easily integrate and commercialise its leading portfolio of
high-margin products.

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The company is headquartered in Palma, Spain and employs around 5,000
employees across over 60 offices globally.

Follow us on: LinkedIn: https://www.linkedin.com/company/hotelbeds
Twitter: @Hotelbeds Facebook: Hotelbeds

Contacts

Vonage PR Contact
Ruzanna Tantushyan
Tel: +1
608-335-2571
Email: [email protected]

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Vonage
Investor Contact

Hunter Blankenbaker
Tel: +1 732-444-4926
[email protected]


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