AI-driven cloud company Genesys has announced the implementation of its cloud platform by IHG Hotels & Resorts to enhance guest experiences.
IHG integrated Genesys Cloud into its worldwide call centre operations.
Genesys chief customer officer Scott Cravotta said: “With innovation at the heart of their guest experience, IHG is showing what modern hospitality looks like.
“By tapping into Genesys Cloud, IHG has built a future-ready foundation, enabling it to enhance operational efficiency, optimise agent performance, and set a new standard for intelligent guest engagement in the hospitality industry.”
The transformation of IHG's customer experience centres recently involved a migration process.
Several guest services agents and toll-free numbers were transferred in eight global sites without any service interruptions.
This transition was crucial in ensuring that guests could access enhanced support and receive quicker responses to their inquiries.
IHG Hotels & Resorts reservations and customer care technology head Mary Henderson said: “IHG’s decision to implement Genesys Cloud was driven by our commitment to enhancing the guest experience through cutting-edge technology and future-proofing our contact centre capabilities.
“This transition ensures we have a best-in-class solution that optimises operations, engages guests and empowers our agents to deliver seamless service at scale.”
Genesys is further empowering IHG with AI capabilities through its cloud platform.
The successful implementation of voice and digital channels, intelligent routing and workforce engagement management has laid the groundwork for optimised operations.
These advancements are set to bolster self-service options and create seamless guest interactions.
In July 2024, IHG announced its "Intentional Flexibility" initiatives, which included the introduction of an app designed to combat jet lag.
Grounded in the latest circadian science, the Timeshifter app generates personalised jetlag mitigation plans tailored to each guest's unique profile and travel itinerary, enhancing the overall travel experience.
