Jacada for Hospitality and Gaming
Customer service and loyalty are at the heart of every successful hospitality operation, whether it's a hotel, casino, resort, entertainment venue or travel group. Growth within the industry is approaching an all-time high and the competition is fierce. The empowered CSR (customer service representative or agent) in the hospitality industry is an important tool to help gain - and retain - market share. Our customers require solutions that enable them to maximize the revenue generated with each interaction, as one additional night stay or activity booked can mean millions of dollars to the bottom line.
Harrah's Entertainment and Station Casinos understand this, and that's why they have partnered with Jacada.
The CSR may be tasked with taking or changing a reservation, upgrading the guest, making amenity arrangements, dealing with various levels of loyalty programs - all during the same call. And that is made even more complicated when, thanks to mergers and acquisitions in the industry, the systems and applications the CSRs use may be quite varied and cumbersome. Often, a total "rip and replace" of existing systems for a comprehensive new infrastructure is financially unfeasible. Jacada® WorkSpace and Jacada® Fusion solutions are non-invasive, so existing systems and applications can remain in place.
Instead of operating in a "data fog," the CSR gains an intelligent and comprehensive view of the customer, making it possible to serve the customer - from the prospective guest to the return client - in an efficient and effective manner.
Why Jacada Solutions for the Hospitality/Gaming Contact Center
- Cross-sell and up-sell of products and services
- Build customer loyalty
- Reduce training times for agents
- Improve overall response time and customer experience
- Sandra Green, corporate vice president of hotel operations, Station Casinos
Request more information about our Hospitality and Gaming solutions