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Hotelbeds

Hotelbeds has invested in Europe, America and Asia, and focuses on emerging markets with high growth potential. With such a robust geographical expansion plan, Hotelbeds required a solid communications network that would guarantee capacity, fluidity and scalability of its platforms and applications and, of course, assist in providing a superior customer service.
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Collaboration between Hotelbeds and Mitel goes back to 2006. The company’s growth was being held back by telephone equipment that had become obsolete due to prohibitive operation costs and lack of scalability. 

Hotelbeds needed to find an alternative solution to stand out in a competitive market and sought help from Barquiel & Hurtado, Hotelbeds' IT services collaborator and Mitel partner in the Balearic Islands. They proposed replacing the outdated PBX system with MiVoice Business and deploying MiContact Center to improve the customer experience.

“We recommended Mitel because of the excellent value for money it offers our customers," said Francisco Hurtado, Managing Director of Barquiel & Hurtado, "and also because it uses solid, flexible, proven and trustworthy technology. Mitel is a company that gives you confidence."

Goals
  • Increase flexibility and scalability 
  • Improve customer service and operational efficiency using enhanced contact center features 
  • Reduce voice costs and infrastructure maintenance and increase network flexibility 
  • Integrate with Microsoft applications 
Results
  • Improved customer service and satisfaction through better call management and distributed agents
  • Reduced costs with free internal calls between locations 
  • Flexible network to suit the dynamic nature of the business 
  • Robust network offering a reliable communications infrastructure 
  • Simple interaction with Outlook/Exchange 
  • Simple maintenance, configurability and integration

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