Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups. But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.
Ultimately moving to NICE’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group. With CXone, Radisson and its BPOs (business process outsourcers) are now all on the same unified cloud platform, which has reduced costs, increased agent utilization, improved quality scores and increased customer satisfaction.
Radisson’s contact centers operate 24/7, handling 2.8 million calls and 1.5 million email contacts annually in 16 different languages. The company needed a unified system to better support the guest experience, which is at the heart of everything it does, and to solve the challenges it faced with its old system: high abandonment rates due to a lack of scalability, poor visibility into performance, inefficiencies and the need for reliable business continuity in the event of weather or electrical blackout events.
After Radisson reducing potential vendors to a short list of seven and nine months of intense evaluation, NICE’s capabilities and scalability won out. Now Radisson’s global contact center operation, including BPOs around the world, are all on the same unified CXone platform. The operation has the scalability and flexibility it needs to easily expand or contract, at minimal cost. With CXone APIs, it can integrate with nearly any third-party solution to customize and is realizing the many advantages of CXone Workforce Management in scheduling and performance management. Voice and screen captures of interactions with CXone Quality Management are effective coaching tools—in fact, agent utilization has risen by 20 percent!
The numbers tell the rest of the story—costs are down while quality scores and customer satisfaction is up! Find out how NICE and CXone continue to play a role in Radisson Hotel Group’s commitment to providing memorable moments for its guests all over the globe.