Case Study: Hotelbeds achieves scalable global communications and improved customer service with Mitel

Hotelbeds counts on Mitel to support its leadership

Hotelbeds is a global B2B online accommodation wholesaler (part of TUI since 2007) with over 45,000 hotels in 147 countries, 6,000 employees and more than 14 million overnight stays sold annually. Rapid international expansion and a booming online business outgrew its legacy telephony, so Hotelbeds needed a scalable IP communications platform that would improve contact-centre capabilities, reduce voice and maintenance costs, and integrate with Microsoft applications.

Hotelbeds deployed Mitel MiVoice Business (3300 controllers), MiContact Center and Mitel Unified Communicator Express (UCX), giving 1,700+ users unified communications, mobility and Outlook integration. The contact centre scaled from 20 to 200+ distributed agents handling 50–80k calls monthly, while the company reduced internal voice costs, simplified administration, improved customer service and gained the flexibility to roll out new integrations (CRM, IVR) and multimedia channels.

Hotelbeds

Juan Luis Pujol

IT B2B Infrastructure - IT Logistics Services Manager