Integrated Cloud Solutions: The Grace Bay Story

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Learn how an award-winning luxury resort, used AVOXI’s integrated cloud solutions to reduce costs, while enhancing the overall customer satisfaction of their guests.

For Grace Bay Resorts, every guest (or prospective guest) is to be treated as a VIP. To do so, Grace Bay relies heavily on communication solutions to route calls appropriately, keep guests connected, and communicate efficiently with internal staff and departments. Expensive to maintain, Grace Bay’s existing solution lacked some of the features needed for seamless operations.

Grace Bay's Integrated Cloud Solutions

Choosing AVOXI’s integrated cloud solutions was a clear choice for Grace Bay. The solutions provided by AVOXI enabled Grace Bay to modernize their features, enhance the guest experience, and drastically reduce costs.

“We’re quite satisfied. It’s so important to have this level of call service. It works perfectly for us,” stated Angella Tyson, Director of Reservations.

In the reservations center, customer service is essential, as it is typically the guest’s first point of contact. Combining AVOXI’s Smart Queue® with other cloud-based solutions made it easier for agents to manage calls, reach out to other departments, and finalize sales.

What did AVOXI provide?

  • Cloud-based phone system
  • Virtual contact center software (Smart Queue)
  • VoIP Gateway
  • International toll-free numbers and competitive rates

Once deployed, “we cut our costs by probably 75-85 percent immediately,” says Leo Lumacang, IT Manager at Grace Bay.

Want to learn more about AVOXI’s communications solutions and how they enhanced customer service levels at Grace Bay? Download the Case Study.

Grace Bay Resorts

Located in the Caribbean, on the beautiful Turks and Caicos Islands, is the Grace Bay Club. Opened in 1993, this resort became the founding property of Grace Bay Resorts. Since then, Grace Bay Resorts has acquired three additional properties: West Bay Club, Veranda Club and the Private Villa Collection. The Grace Bay Resorts continue to receive awards and recognition for their one-of-a-kind guest experience. They attribute their success to their world-class hospitality, and handmade experiences accessorized by creative culinary, stylish accommodations and distinct amenities.