From expert advice to industry news, our blog is your resource for all things hospitality communications. Subscribe to stay informed.
Guest satisfaction begins with the first phone call. Whether managing room reservations, handling special requests, or coordinating guest services, hospitality businesses need reliable communication systems to create memorable experiences. Computer telephony integration (CTI) gives hotel call centers the tools they need to transform every guest interaction into an opportunity for exceptional service. Read on to learn how computer telephony integration software can help you improve hospitality communications and get tips for choosing the right solution for your business. What Is Computer Telephony Integration? Computer telephony integration software connects phone systems with computers to automate and enhance call center processes. When integrated with guest databases, reservation systems, and customer relationship management (CRM) software, CTI ensures hospitality agents have immediate access to guest information and preferences so they can create personalized experiences from the very first interaction. How Does a Computer Telephony Integration System Work? A computer telephony integration system bridges a hospitality call center’s phone network with its computer applications, enabling real-time information sharing and automated processes. Here’s how it typically works: These integrated features work together to create a seamless communication system that both reduces manual tasks and improves guest satisfaction. 7 Benefits of Computer Telephony Integration for Call Centers Hospitality call centers face unique challenges when it comes to managing guest communications effectively. Here’s how CTI helps: 1. Improved Call Handling Efficiency Hotel occupancy is projected to surpass 63% this year,1 so hotel call centers need to be prepared to handle an increase in everything from room reservations to concierge services and beyond. Computer telephony integration software streamlines these interactions with intelligent call routing and immediate access to guest profiles. When a returning guest calls, agents can immediately see their preferences, previous stays, and special requests – which means guests spend less time explaining their needs and more time receiving personalized service. The system also routes calls to the right department, such as reservation calls to booking specialists or concierge requests to guest services experts, to ensure guests receive the most knowledgeable assistance available. 2. Enhanced Customer Experience CTI makes it easier for agents to create memorable experiences by accessing detailed guest histories and preferences. When a guest calls about their upcoming stay, agents can reference past visits, dining preferences, and special occasions to make every interaction feel personal and thoughtful. Since a computer telephony integration system can remember guest preferences across multiple properties and visits, agents can anticipate needs before guests express them. This level of personalized service helps build lasting relationships and encourages repeat visits. 3. Seamless Integrations Most modern CTI computer telephony integration solutions integrate seamlessly with CRM platforms like Salesforce, HubSpot, and Zendesk. This integration allows hospitality call centers to: Computer telephony integration lets call center agents manage reservations, process special requests, and update guest preferences without having to switch between multiple systems, so agents can focus on providing exceptional service. 4. Intelligent Call Routing Hospitality businesses serve guests from all around the world, and CTI’s intelligent routing ensures calls reach the right department or agent based on language preferences, loyalty status, or other specific
In the hospitality industry, providing excellent communication is essential to delivering a memorable customer experience. Whether guests are making a reservation, inquiring about amenities, or requesting room service, how quickly their needs are addressed can make all the difference – especially with 77% of consumers expecting to interact with someone
As more hotels embrace digital transformation, communication systems are evolving to keep up with the demands of modern guests. One of the most valuable innovations in this space is the auto attendant phone system – often referred to as a digital receptionist or virtual receptionist. While traditional front desk operations
Whether you’re managing a boutique hotel or overseeing a sprawling resort, your phone system is the lifeline that keeps your operations running smoothly. U.S. hotel occupancy is projected to reach 63% in 2025,1 and outdated phone systems simply can’t keep up with modern demands. That’s where cloud telephony comes in.
In our ongoing commitment to making ConnectWare Hospitality the most efficient and user-friendly system on the market, we’re excited to announce several significant updates. These new features are designed to streamline installation processes, simplify management for dual brand hotels, and encourage feedback to continuously improve our offerings. Installation Helper: Making
If you’re considering a VoIP phone system for your hotel, you’re not alone. Many hospitality businesses are turning to VoIP to elevate their communications. It’s easy to see why – VoIP offers better flexibility, modern features that enhance the guest experience, and cost savings between 30% and 50% on average.1
As a hotel marketer, you understand the importance of corporate social responsibility (CSR) initiatives for the success of your business. It’s powerful when brands give back and focus on sustainable practices and corporate consciousness. Unfortunately, many independent hotels don’t have the resources to implement a comprehensive CSR strategy, which can
