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Talkdesk implements a contact center solution for Iberostar Hotels & Resorts

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Talkdesk supports iconic travel and tourism brand on its journey to the cloud

SAN FRANCISCO and MADRID, March 23, 2022–(BUSINESS WIRE)–Talkdesk®, Inc., a global leader in customer experience for customer-centric businesses, has been selected by iconic Palma-based brand Iberostar Hotels & Resorts as its service center solutions provider. Contact. Talkdesk ensured Iberostar’s successful transition from working on-site to a remote call center.

As is the case with many companies in the hospitality sector, COVID-19 has become a catalyst for the modernization of contact centers at Iberostar Hotels & Resorts. Before the pandemic, the hotel chain’s reservation center staff worked exclusively on-site on desktop computers. Due to COVID-19 regulations, employees had to work from home immediately and indefinitely. Additionally, global travel restrictions resulted in unprecedented call volume. While Iberostar Hotels & Resorts quickly transitioned its reservation center operations to a remote model, the company also recognized the need for more modern and flexible technologies to meet immediate needs as well as long-term goals. .

Thanks to Talkdesk CX Cloud™, a complete customer experience solution, Iberostar Hotels & Resorts was able to create a single virtual reservation center. Modern routing capabilities enabled the company’s staff to better manage fluctuating call volumes, and deep integration with Salesforce™ enabled them to offer each guest a more personalized experience. With the Talkdesk solution, Iberostar Hotels & Resorts staff can maintain the company’s signature customer service that sets the world standard, no matter where they work from.

“One of our greatest strengths at Iberostar Hotel & Resorts is our commitment to quality. For us, customers are not just guests, they are part of our family and we are committed to providing them with the best vacation experience from start to finish,” said Lucía Rubio, head of Contact Centers and Customer Experience at Iberostar Hotels & Resorts. With the Talkdesk solution, our employees have the tools they need, wherever they are, to make guests feel valued and welcome in every interaction.”

“As global travel returns to pre-pandemic levels, the competition for customer loyalty will intensify. Travelers will be looking to revisit the brands they trust the most, and customer experience is essential to building and maintaining that trust,” said Kieran King, Director of Customer Service at Talkdesk. “With a modernized solution for a call center virtual contact, Iberostar Hotels & Resorts allows its staff to provide guests with the vacation experience they deserve, from the first contact. At Talkdesk, we are proud to work with the company to achieve their customer experience goals.”

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About Talkdesk

Talkdesk® is a leading global provider of cloud-based contact centers for customer-facing businesses. Our automated customer experience solutions streamline our clients’ most important customer service processes. Our pace of innovation, vertical expertise, and global presence reflect our commitment to enabling companies to deliver better customer experiences across industries and channels. This leads to higher customer satisfaction and faster business results.

Talkdesk is a registered trademark of Talkdesk, Inc. All company and product names are trademarks™ or registered® trademarks of their respective holders. Their use does not imply affiliation or endorsement by them.

The source language in which the original text is published is the official and authorized version. Translations will be included for better understanding. Only the version in the language that was originally published is legally valid. Therefore, compare the translations with the original language version of the publication.

View the original version on businesswire.com: https://www.businesswire.com/news/home/20220323005031/en/


Samantha Cups
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