Case Study: Grand America Hotel & Resort achieves rapid deployment, cost savings and scalable white‑glove service with MetTel’s Contact Center as a Service

Grand America Hotel & Resort Boosts Customer Experience with MetTel’s Contact Center as a Service Powered by Talkdesk

Grand America Hotel & Resort, a premier hospitality provider with a contact center that scales from 35 agents to as many as 200 in peak seasons, needed a reliable, secure, and cost‑effective way to maintain its white‑glove guest support. Facing an upcoming on‑premises license renewal and end‑of‑life network hardware, Grand America sought a flexible solution that would quickly scale for seasonal staffing, support remote agents, simplify administration, and meet a tight deployment timeline — challenges addressed with MetTel’s Contact Center as a Service powered by Talkdesk and MetTel’s Managed SD‑WAN.

MetTel implemented its hosted contact center and SD‑WAN to decouple voice and data, provide tens of millions of carrier‑grade call paths, and enable easy agent scaling and fast configuration through a user‑friendly dashboard. The solution delivered measurable benefits: significant cost savings versus on‑premises licensing, secure carrier‑grade encrypted access for remote staff (eliminating VPN), faster third‑party integrations, and dramatically faster deployment — processes that had taken up to nine months were completed in about 30 days — all while meeting Grand America Hotel & Resort’s deadline.

Grand America Hotel & Resort

Adam Talbot

Telecommunications Manager