Case Study: Topaz Services Elevates Customer Experience with Zoom

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As a “Hotel Contact Center,” Topaz Services has a unique business model built on delivering an exceptional customer experience.

Their client base consists of hotels that employ them to handle all of their reservations and inquiries. With the entire business depending on the ability to provide white-glove, branded service 24/7, 365 days a year, a reliable contact centre solution they can trust is crucial.

Challenges

On the quest to provide the best possible experience and keep up with the competition, Stephen Lewis, contact centre systems administrator at Topaz, realized their current provider, Mitel, just wasn’t up to the task.

When representing so many brands, Topaz needed to adapt their service according to each hotel they served while delivering the highest level of care.

Implementation

After exploring various offerings in search of a partner who could fully understand and adjust to their business model, they landed on Zoom Contact Center.

What ultimately sealed the deal was Zoom’s openness and ability to adapt to Topaz’s unique needs, as well as the unified benefit of combining Zoom Contact Center with other familiar products on the Zoom Workplace communications platform, such as Zoom Meetings, Zoom Team Chat, and Zoom Phone.

With Zoom Contact Center, Topaz has the ability to tweak queue and flow settings to tailor each caller’s experience to the hotel brand they are calling about. Plus, offering additional channels to clients, such as live chat, has made its services more accessible, while agents can manage everything easily in one interface.

Having started his career as an agent, Stephen understands that if everything is made easy and flows smoothly for the agents, the customers will reap the benefits. For Topaz, smooth onboarding and a reliable and easy-to-use solution were crucial.

Results

Stephen estimates that with Mitel, approximately 5% of calls could drop on any given month. A stable solution that “just works” and doesn’t invoke that fear and embarrassment of a mid-call crash made all the difference for Topaz.

Stephen is also impressed with Zoom Contact Center’s quality: “I’ve noticed how crystal clear it is compared to other phone systems. That clarity without the lag is huge for us.”

The ease of use the agents experienced was further bolstered by their familiarity with the Zoom platform: “Because so many of the agents have used Zoom, they already know where things are and how to change settings. It’s a big boost of confidence for them.”

Another factor that the Topaz team enjoys about Zoom Contact Center’s simplicity is having everything right there in one pane of glass, without the need for jumping between apps.

Because every experience needs to be tailored based on the hotel the agent represents, having all the information available in one spot throughout the call makes the job significantly easier.

Speaking of the power of one interface, it doesn’t stop with Zoom Contact Center. Topaz has been using Zoom Phone in the contact centre and throughout the business.

The management team can also have one view of all office, toll-free, and shared lines while being one click away from their contact centre data. It makes for some rich analytics. And because the whole business is connected, employees from different parts of the company can jump in to assist with client calls.

Stephen attributes the success of Zoom Contact Center to the dedicated support he received from the Zoom team from the get-go.

From the sales process to onboarding, to the service team, through to the product team’s openness to adapt and develop more features, it was a deal maker for Topaz when it came to choosing Zoom.

The Future

Looking forward, Stephen is excited about implementing Zoom AI Expert Assist to deliver real-time AI guidance to both agents and supervisors and help his team go above and beyond the outstanding service they already pride themselves on.

From the executive team to the front-line agents, everyone at Topaz is enthusiastic about what they’ve achieved with Zoom and what’s to come. Its hotel clients and guests are feeling the Zoom effect, too. As the first point of contact with guests, Topaz sets the tone for their entire hotel experience.

Stephen shares that moving to Zoom Contact Center has enabled the team to respond faster and provide more positive experiences, which guests can carry with them through check-in. Everyone benefits, and Stephen credits Zoom for not only Topaz Services’ transformation but also the transformation of his own role:

“Working with Zoom has transformed my role as a contact center administrator, making it more efficient than ever before. Our future looks brighter with Zoom as a valuable partner.”

This blog post has been re-published by kind permission of Zoom – View the Original Article

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