Radisson Hotels in St. Petersburg connected Mango Office communication services

2022: Virtual PBX and Cloud Contact Center Integration

Chain hotels Radisson Hotels in Saint Petersburg have connected communication services to work with customer requests. To cope with high loads on the line and automate the booking process, the company integrated has its own telephone system communications Virtual PBX and connected cloud contact center Russian a provider of communication services for business, MANGO OFFICE which announced this on November 25, 2022.

We are constantly improving the client service, working on the quality and speed of processing calls, - said Yulia Meshchaninova, cluster sales director of Radisson Hotels in St. Petersburg. - With the connection of virtual telephony and the MANGO OFFICE contact center, it was possible to minimize the number of missed calls by flexibly planning the working hours of the booking department. We also identified additional zones for development. For example, after classifying calls by type of calls, we learned with what questions customers contact us most often, and expanded this information on all sites - on the website, pages of online booking services, in social networks and other channels. Connecting an automated assistant - a voice robot that answers typical questions to guests, made it possible to reduce the burden on line employees.

In St. Petersburg, as of November 2022, there are six hotels of the Radisson Hotels chain. Monthly hotels of the chain in the northern capital receive up to eight thousand calls. Thanks to the implemented technologies, it was possible to increase the number of requests processed, reduce the waiting time on the line, increase the speed of receiving calls and ensure control over the quality of work of employees on the line.