The client is a UK-based hospitality and leisure group operating 34 properties across hotel stays, fitness, dining, coworking, meetings, events, and other guest services.

Its traditional IVR relied on fixed menu options to manage a wide range of customer enquiries. During peak periods, this resulted in longer wait times, missed enquiries, incorrect routing, and repeated transfers between teams.

We implemented an Agentforce Voice solution integrated with Vonage and Salesforce Omni-Channel to understand caller intent, answer common questions, and dynamically route customers to the right property or service.