INNFLUX, LLC
CHICAGO, IL

loyal’ and enable decision making that is based on meaningful, actionable data – making hotels powered by Cloud5 the best in the business. Our attention to technical and operational acumen is the foundation of our business, and our agents are the cornerstones of our voice offerings. As the partner for hotels throughout North America, the Caribbean, South American and Western Europe, we have a diverse and robust talent pool that is solely focused on hotel and guest needs. Trusted by over 4000 hotel clients with 1,000,000 users worldwide, Cloud5 Communications is the leading provider of cloud-based telephony solutions, guest Internet (HSIA), contact centers and communication services for the hospitality industry. Powered by advanced networking and proprietary technology, the company combines a unique understanding of the service drivers and cost restrictions of hotels to deliver high performance, guest-centric, and cost-effective enterprise-wide communications. Our integrated and holistic approach to communications ensures hoteliers can streamline their technology infrastructure and operations, helping hotels deliver exceptional care and services to their guests as well as enabling new revenue opportunities. The Cloud5 Contact Center has been ranked as the #1 call center by the world’s best-known luxury travel company. We convert calls at a higher rate than the average hotel call center and our “refer to a friend” scores are higher than our direct competitors. Business is booming. We are doubling the staffing in our Contact Center in Saint John, New Brunswick Canada, to support the expansion of several lead clients. Cloud5 serves the world’s most exclusive hospitality companies. Our mission is to have the industry’s most respected Travel Counselor network, fostering exceptional service and unforgettable travel experiences. Our Travel Counselors work with membership callers to offer leisure travel, tailoring products and service offering to create a unique and memorable vacation experience. Business Intel Solutions has implemented Cloud5 Voice Reservation Services across 45 of its properties. The addition of these properties expands Cloud5’s established relationship with Vertical Booking USA, making it one of the company’s largest distribution and revenue management partners. Cloud5 provides high-conversion voice reservations, web and email support to this wide range of Vertical Booking sites across the U.S. “When we needed a new voice reservation solution for a group of properties, Cloud5 assisted us in transferring dozens of hotels and started taking reservations almost immediately,” said Mark Lewis-Brown, President/CEO of Vertical Booking USA. “The transition was seamless – without business interruption to our hotels or their guests. We’re happy to partner with Cloud5. Their highly-skilled agents communicate our brand promise in a way that engages callers, increasing conversion rates and booking value for each reservation.” Lewis-Brown is responsible for the commercial development of the Vertical Booking platform in the Americas, and drives growth strategy and development of the group. PHOENIX (Lodging Conference)—A new white paper is expected to reveal opportunities CROs are missing, in an attempt to help hotel operators drive market share and increase revenue. Scheduled to release next week, Hotel Business has the preview.“Managing operations by the cost line at the detriment of the bottom line is just bad business,” Bob Post, CEO of Cloud5, a Chicago-based provider of hospitality communications, told Hotel Business. — With 20% or more of booking revenue flowing from the direct channel, hotels are reassessing their call center strategies, choosing high-performance value over lowest cost outsourcing. As OTA and Airbnb disruption continues to challenge traditional hotel business and push down both ADR and margins, the direct channel provides an opportunity for hotels to take control and deliver on their brand promise. Responding to these market trends, “We are opening this new site based on demand from our clients who have realized that when it comes to value-add services that impact client happiness and your own hotel revenue, you truly get what you pay for,” commented Robert Post, CEO of Cloud5. “In this current political environment, Puerto Rico – as a U.S. territory – makes total economic and performance sense for hotel businesses. The ability to dynamically manage skilled staffing to demand, together with Cloud5’s proprietary process, is an ideal solution for hotels that want to drive direct channel revenue.” clients include major hotel groups and independent chains for economy, mid-range, and luxury brands, as well as fine hotel and resort loyalty programs. The Contact Centers provide a unique range of revenue generation services including central reservations, sales optimization, loyalty services, OTA rate management, and social media engagement. Cloud5’s unique brand advocacy approach helps build rapport with callers by translating each agent’s travel knowledge into passion for the guest experience. The proven personalized, high-value process generates improved caller satisfaction for the contact center investment, resulting in higher conversion rates, greater guest loyalty, and in the end, higher direct revenue growth. “We are excited to launch our new Puerto Rico contact center where we expect conversion rates at 6-20 percentage points above what our new hotel clients are used to,” said Lionel Riley, Vice President of Operations, Cloud5 Contact Center. “Our proprietary systems and proven training regime are built around a guest-centric strategy that immerses travel consultants into the client’s brand and culture. And because of our commitment to training, benefits and support, our agent attrition rates are exceptionally low and job satisfaction high, which contributes to even more positive call results.” Focus on metrics and continual process improvement is a core value for the Cloud5 Contact Center. The company believes in transparency of KPIs, so clients understand the performance that drives their success, such as gross and net conversion rates, length of stay, average daily rate (ADR), service level, abandon rate, average call time and Net Promoter Score (NPS) or “how likely are you to refer our organization to a friend?”.