Case Study: Wyndham Hotels & Resorts achieves 62% automation and millions in savings with Five9

Wyndham Saves Millions, Achieves 62% Automation Rate

Wyndham Hotels & Resorts, the world’s largest hotel franchising company, needed a more reliable and scalable contact center to replace a partially on-premises system that was slow, hard to integrate, and difficult to expand globally. Disconnected tools for CRM, loyalty, and booking workflows were slowing agents and frustrating travelers, while the outdated platform also created delays when onboarding new locations. Five9, working with Amplix, provided the customer with a modern contact center platform and AI capabilities, including Five9 Adapter for Salesforce and Five9 AI Agents.

Five9 unified Wyndham’s workflows and integrated core systems to streamline service and support automation. The results included 40,000 password resets handled monthly, 80% of booking cancellations automated, a 62% overall automation rate, and an abandonment rate below 1%. By moving to Five9’s cloud platform, Wyndham also saved millions, while improving scalability and creating a foundation for future growth and digital transformation.

Wyndham Hotels & Resorts

Joe Deluca

Senior Director Voice, Contact Center and Collaboration