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Fast, seamless takeover of voice reservations for select Vertical Booking USA properties ensures guest service, increases revenue

Chicago, IL (March 14, 2018) — Cloud5 Communications Contact Center, the leading provider of voice reservations and enhanced agent services exclusively for the hospitality industry, today announced that Vertical Booking USA 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.

Cloud5 Contact Center offers a complete suite of CRO solutions powered by proven processes and hospitality's most experienced agents, delivering higher call conversion, greater revenue, and award-winning guest loyalty. Based on a recent study, Cloud5 agents deliver conversion rates up to 10 points higher than competing call centers, driving millions in incremental revenue for hotel operators.

“In a time when hotel revenues are challenged by the rise of online travel agents, the increasing complexity of social and mobile channels and a dramatically changing guest demographic, hoteliers must leverage the voice channel to foster brand advocacy and take advantage of incremental revenue opportunities,” said Robert Post, President and CEO of Cloud5 Communications. “Vertical Booking is an innovator, providing the right mix of solutions and services that nurture connections and grow guest revenue for their hotel clients. We’re excited to expand our relationship with them as we bring high-value call center services to more of their hotel clients.”

Cloud5 offers a full range of Contact Center services to optimize voice reservation revenue and build guest loyalty for hotels and management companies:

  • Voice Reservations, Overflow, and After-Hours Calls
  • Sales Optimization
  • Loyalty Desk
  • 24x7 Customer Care
  • Multilingual Support
  • AI-based Agent Pairing Technology

When properly deployed, today’s contact center has the capability to tap into technology that engages prospective customers and returning clients. Download our recent white paper “The best defense (and offense) for driving hotel market share and increasing revenue” to learn more.

For more information on how Cloud5 can increase direct sales through higher conversion rates, request a free Contact Center consultation by emailing

To get more insight on contact center conversion trends, follow Cloud5 on Twitter.

About Vertical Booking

Representing over 5,700 hotels, Vertical Booking is a global reservation technology company that meets the needs of chains and independent hotels by optimizing distribution for revenue management. Founded in 1999, Vertical Booking is present in 108 countries, translated into 29 different languages and usable in all currencies, with offices in Italy, France, the United Kingdom, Brazil and the United States. Vertical Booking is part of the Zucchetti Group. Learn more at  /

About Cloud5 Communications Contact Center

A business unit of Cloud5 Communications, the Cloud5 Contact Center is the leading reservations optimization and call handling provider in travel and hospitality. With the industry’s most tenured, experienced travel consultants and its uniquely personal caller engagement processes, Cloud5 delivers higher call conversion rates, increased revenue per booking, greater caller satisfaction and guest loyalty than traditional in-house call centers or large multi-vertical operations. For more information about Cloud5’s Contact Center solutions, visit, or call +1 877.241.2516.

Contact: Katrina Pruitt-Andrews

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