Case Study: HotelTonight achieves rapid agent onboarding and improved service-level insight with Talkdesk

HotelTonight enabled a 100% remote contact center

HotelTonight, founded in 2011, is an online travel agency that partners with top-rated hotels to offer last‑minute and advance deals that turn an ordinary night into a memorable “tonight.” With fully remote, 24/7 contact centers, the company needed better visibility into service levels and faster, consistent onboarding to maintain high-quality, personalized support.

By implementing Talkdesk with a Zendesk integration, HotelTonight cut agent onboarding to under an hour and gained hourly service‑level insight. The solution improved agent efficiency, enabled macro‑level service improvements, and helped the team consistently deliver exceptional, personalized customer experiences.

Hotel Tonight

Emily Donohoe

Training Specialist