Overview

Wyndham Hotels & Resorts, the world’s largest hotel franchising company with over 9,200 properties across 95 countries, faced mounting inefficiencies in its contact center operations. Their hybrid, partially on-premises platform lacked the integrations and scalability needed to deliver seamless service across a diverse global footprint. Amplix partnered with Wyndham to architect a next-generation, AI-powered contact center solution, enabling faster, smarter, and more connected guest interactions.

The Challenge

Wyndham’s global expansion efforts were constrained by outdated and disjointed contact center infrastructure. Their on-prem and hybrid systems:

• Lacked integration with CRM, loyalty, and booking platforms, forcing agents to toggle between disconnected tools.
• Slowed response times and created frustrating guest experiences.
• Impeded the rapid onboarding of new hotel properties, delaying time-to-market.
• Overburdened agents without real-time access to guest insights.

As a result, service quality suffered during high-stakes interactions with travelers, such as booking changes, loyalty issues, and urgent support needs.

The Approach

Wyndham needed a scalable, AI-enabled contact center solution that could:

• Integrate seamlessly with Salesforce and other core platforms.
• Automate routine tasks like password resets and booking cancellations.
• Deliver unified tools and real-time insights to front-line agents.
• Accelerate the onboarding of new hotels worldwide.

Amplix facilitated a strategic platform evaluation, collaborating closely with cross-functional stakeholders to assess needs, evaluate vendor options, and design an integrated solution roadmap.

The Solution

Wyndham selected Five9, with Amplix leading the strategic deployment and optimization. The solution included:

• Five9 AI Agents to automate high-volume interactions such as password resets and booking cancellations.
• Seamless integration with Salesforce, Microsoft Teams, and loyalty systems for a unified agent interface.
• Scalable cloud-based infrastructure replacing legacy on-prem environments.
• Real-time data capture and analytics to enhance service delivery and operational agility.

Amplix provided end-to-end support—from vendor alignment to deployment and enablement—ensuring rapid transformation without disrupting ongoing operations.

Five9 had the functionality we were looking for—the integrations, and the AI capabilities to serve as the foundation for our future state.

— Senior Director, Contact Center and Collaboration, Wyndham Hotels & Resorts

The Outcome

Wyndham achieved transformational impact across service delivery, cost control, and scalability:

• 62% automation rate, including:
  • 40,000 password resets handled monthly by AI agents.
  • 80% of booking cancellations are fully automated.
  • 50% containment rate on automated interactions.
• <1% call abandonment rate, well below industry benchmarks.
• Millions saved by migrating from legacy systems to a cloud-native architecture.
• Accelerated onboarding of new hotel properties globally.
• Reduced agent workload and complexity with unified workflows.

Why Amplix

Amplix delivered strategic guidance, vendor orchestration, and hands-on deployment expertise. By aligning technology with business goals, Amplix empowered Wyndham to:

• Execute a future-ready, guest-centric contact center vision.
• Leverage AI and automation for sustainable performance gains.
• Enhance service quality and responsiveness at scale.