Global Unified Comms for Hotel Tech Leader
Contact centre & global comms – powered by 8x8 and delivered by Arrow.
The Challenge
A world-leading hotel technology provider with a global presence was facing communication challenges across its global offices. Despite a high-performing suite of digital solutions for the accommodation sector, its internal communications were fragmented and dependent on location-specific systems.
The business needed to:
- Unify communication across 900+ global staff.
- Enable seamless internal collaboration and better customer support.
- Move away from disparate, site-specific telephony systems.
- Ensure scalability to support global operations and growth.
- Enhance customer experience through a reliable contact centre.
Arrow already had a strong relationship with the company, providing voice and data services to the Sydney office. This trust, combined with insight into their operations, enabled Arrow’s cloud consultants to develop a clear migration roadmap to unified communications.
The Solution
Arrow delivered a customised cloud communications solution powered by 8×8 X Series. The new setup unified all global sites and staff, consolidating communications under one platform while providing robust contact centre capabilities to support customer operations worldwide.
Key features of the solution include:
- Multisite deployment of 8×8 X Series UCaaS
- Cloud Contact Centre for customer engagement
- Advanced Salesforce integration
- Interactive Voice Response (IVR) configuration
- Post-deployment training and management services
- 24/7 global support
This deployment aligned with the company’s operational goals, supporting around-the-clock service across all time zones and future-proofing their communication infrastructure.
The Outcomes:
With 8×8 and Arrow, the business now operates on a single, integrated global communications system. Staff across continents collaborate effortlessly, and the new cloud contact centre ensures a responsive, efficient customer experience.
Key benefits include:
- Skill-based call routing for smarter agent allocation
- CRM integration for improved customer interactions
- Live chat, queue callback, and post-call surveys
- Web co-browsing and real-time speech analytics
- Centralised admin and simplified global scalability
The company is now positioned for growth, with the flexibility to expand into new markets quickly and cost-effectively—without the technical roadblocks of the past.
Procurement Specialists
Arrow Voice & Data is your trusted partner for business-wide digital transformation. As procurement specialists, we manage everything from sourcing and setup to ongoing support, giving you the freedom to focus on your core business.
With Arrow’s managed services and cloud expertise, your technology works seamlessly in the background—enabling your team to perform at their best, anywhere in the world.