Seamless Contact Center Transformation Driving Growth and Improved Customer Experience for a Leading Hospitality Group

IGT Solutions modernized the hospitality group’s customer support operations by implementing a Cloud Contact Center solution and transitioning to a strategically located delivery center within 45 days. The transformation reduced CCaaS costs by 60%, improved conversion rates by 10%, and enhanced profitability, service delivery, and overall guest experience.

About the Client

The client is a leading hospitality group.

Business Challenges

The client expanded its portfolio by acquiring a well-known hotel brand with a large network of franchised properties. Following the acquisition, their priority was to enhance profitability while maintaining the brand’s strong market presence and loyal customer base.

However, the outsourced call center supporting the chain faced high operating costs and declining service quality, creating an urgent need for a more efficient and reliable support model.

100% increase in sales conversions. Increase in conversions from 12% to 25%.

Business Solution

IGT Solutions transitioned the client’s customer support operations to a strategically located delivery center, ensuring a smooth migration through dedicated recruitment, training, and change management. The legacy contact center was modernized with a world-class Cloud Contact Center as a Service (CCaaS) solution, optimizing call flows, routing, and workflows for greater efficiency.

Within just 45 days, the team deployed 1,500 Direct Inward Dialing (DID) numbers, making the new center fully operational. This rapid transformation enabled faster, smarter, and more personalized customer interactions while strengthening global integration, operational excellence, and scalability for long-term growth.

Business Results

Reduced
0%

Cost of CCaaS

Increased
0%

Conversion rate

Improved Profitability

Enhanced Service Delivery

Elevated Guest Experience

Tools Partner

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