Eckoh announces that it has extended its contract with Whitbread plc, to provide a range of services for Premier Inn’s contact centre operations.
Eckoh has worked with Whitbread, the UK’s largest hotel and restaurant company (“Whitbread”) and Premier Inn since 2010 and the extended contract will run until at least January 2020, taking the overall relationship to more than ten years.
Eckoh currently provides Whitbread with a broad, integrated solution for both assisting callers and securely taking payments. All calls to Premier Inn are processed by EckohROUTE, an advanced call management solution that allows the client to self-manage its telephony estate, in this case over 1500 individual phone numbers throughout the UK across over 700 hotel sites. Premier Inn customers can then make hotel and restaurant bookings over the phone using interactive voice response (IVR). This integrates with Eckoh’s CallGuard solution which is compliant with the Payment Card Industry Data Security Standards (“PCI DSS”) and gives customers the ability to provide card payment details to a contact centre agent securely over the phone. It is anticipated that further services will be included over the course of the new contract term.
Nik Philpot, Chief Executive Officer of Eckoh, commented: “Whitbread is a highly valued and long-standing customer of Eckoh’s and we are delighted to be extending our relationship with them into the next decade. This renewal demonstrates our success in developing our technology and expanding our portfolio to ensure that we are able to satisfy our clients’ evolving requirements. As we continue to broaden our service offering we look forward to strengthening our relationship further with Whitbread by providing it and its customers with industry-leading solutions."
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