Hotel Contact Center Solutions

From simple front desk queues to full omni-channel guest service centres, 14IP helps hotels deliver seamless service, improve response times, and increase staff productivity – all while enhancing guest satisfaction and loyalty.

A single platform for every guest interaction

Our Contact Center Solutions unify voice, email, web chat, and web call-back – so guests can reach you however they prefer, and your team can respond faster than ever.

• Omnichannel guest service – manage all guest communications in one easy-to-use interface.
• CRM integration – connect to Opera, Salesforce, Microsoft Dynamics and other systems for screen pops, click-to-dial and automatic call logging.
• Browser-based access – cloud-hosted and accessible from any device, ideal for multi-property operations.

Empower your front desk, reservations and concierge teams

Your people are the voice of your hotel. 14IP gives them the visibility, tools and insights they need to deliver five-star guest experiences, every time.

• ACD state management – easily control agent availability and wrap-up times.
• Real-time wallboards – track key metrics like wait times, queues, and call volumes.
• Abandoned call-back – automatically follow up on missed guest calls to maintain service recovery.
• Call recording control – pause and resume to protect sensitive data such as payment information.
• Gamification tools – encourage healthy competition and performance across teams.

Support and visibility for supervisors

Give supervisors full visibility and control to keep your guest communication running smoothly:

• Real-time queue monitoring – see call flow and agent performance at a glance.
• Threshold alerts – colour-coded visual notifications when KPIs approach limits.
• Silent monitoring and barge-in – listen or step in to assist with live guest calls.
• Agent control – reassign queues or change states instantly to maintain service levels.
• Abandoned call management – track, assign and complete call-backs efficiently.