IHG Hotels & Resorts needed to replace multiple legacy telecommunications providers with a single, enterprise-grade voice and messaging platform. Sinch delivered a global solution that completed a complex migration three days ahead of schedule with zero downtime.

Customer Profile:

  • Company: IHG Hotels & Resorts
  • Industry: Hospitality
  • Locations: 6,600+ hotels across 100+ countries
  • Region: Global
  • Employees: Supports thousands of reservation and contact center agents

Objective:

Replace aging voice infrastructure from multiple incumbent providers with a single, integrated platform that improves call quality, simplifies carrier management, and supports secure customer messaging.

Discovery:

The customer’s legacy telecommunications environment created mounting challenges such as:

  • Aging voice infrastructure spread across multiple incumbent providers, including AT&T, Verizon, and Twilio
  • Complex carrier management across a global voice footprint
  • A need for native integration with Genesys Cloud CX and fraud mitigation through TransNexus
  • A need for secure customer messaging for payment links and guest satisfaction surveys
  • A migration that required reliability, business continuity, and minimal disruption throughout

Solution/Deployment:

Sinch delivered a voice and messaging solution built around the customer’s global footprint, including:

  • Sinch Voice platform deployed across the U.S., Canada, and international markets
  • Native integration with Genesys Cloud CX and TransNexus for fraud mitigation
  • Sinch Messaging added to support secure credit card links and customer satisfaction surveys
  • Migration of 4,100+ toll-free numbers completed with zero downtime
  • Deployment completed three days ahead of schedule, exceeding customer expectations

Customer Gain:

  • Improved Voice Quality: Consistently high call quality confirmed through post-deployment monitoring
  • Better Agent Experience: Agents immediately reported an improved calling experience
  • Strengthened Security: Automated spam protection reduced fraud risk across the platform
  • Secure Customer Messaging: Payment links and guest satisfaction surveys delivered through a secure channel
  • Zero-Downtime Migration: More than 4,100 toll-free numbers migrated three days ahead of schedule with no disruption
  • Cost Savings: Consolidating providers delivered significant cost savings

Partner Gain:

  • Recurring commission revenue secured through a three-year agreement
  • Strengthened credibility as a trusted technology expert for future enterprise engagements
  • Expanded customer relationship, generating additional messaging revenue opportunities
  • Flagship enterprise success story to be showcased jointly with IHG at future industry events
  • Cost savings reinvested into Sinch’s CCaaS AI platform offerings