The hotel company will deploy Talkdesk CX Cloud, an end-to-end customer experience solution, to achieve digital transformation within its contact centre.
This enables Barceló Hotel Group contact centre agent to assist any customer at any time from one centralised virtual hub, compared to the previous set up, where agents working from various locations focus on customer inquiries within their own geographic areas.
Through Talkdesk for Salesforce, agents will have real-time access to key customer details, and all communication channels, tools, and customer data on a single screen.
In addition, Barceló Hotel Group will benefit from AI-powered Talkdesk Interaction Analytics and Talkdesk QM Assist, which provide with instant coaching opportunities to help agents discover every interaction for the customer insights.
Barceló Hotel Group global digital business director Iñigo Onieva said: “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.
“We also believe that delivering excellent guest experiences, and offering additional value during the reservation process through our contact centres, begins with giving our employees access to the best tools integrated into an omnichannel experience with Barceló.com.
“The Talkdesk solution presents our contact centre 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.”
Barceló Hotel Group, a division of Spanish tourism leader, Barceló Group, manages 60,000 guest rooms in more than 270 four- and five-star urban and leisure hotel properties across 24 countries.