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Real-Time Conversations Right at Your Finger Tips
Makes it Easy for Your Guests To Instantly Call
You
From Your Website, Mobile App, or Digital Media
WYNDHAM
Bringing Customer Support Directly to Our Guests From Our Website
Introducing TACTAL
Embeddable Call Buttons
When you consider the magnitude of web searches taking place online for booking travel, your hotel
website is one of your most strategic properties. Imagine, if your guests could seamlessly call you while
browsing any of your websites . . . The result would be more calls and more rooms booked.
Worldwide Toll-Free Calling Solution
Customer clicks - Your phone rings
It’s That Simple!
Mos t Firs t Interac tio n s w ith a B rand Take P lac e O nlin e
Making it Easy For Your Online Guests to Call You
Rediscover your website as a powerful tool to boost call volumes & drive
direct bookings
Expand global reach and engage with more guests with web-based toll-free
calling solution
Bring customer support instantly to your guests, anywhere in the world
Respond to the growing demand of mobile users
Save time, increase productivity, and reduce operational expenses
Integrate caller session data with hotel CRM solution
Improve marketing ROI with caller analytics
Transform the guest experience and improve customer satisfaction through customized visual IVR menus that address guest
needs
Reduce website abandonment, improve conversion rates, and enhance guest satisfaction by offering real-time online assistance
50% of internet users will visit the hotel website after finding hotel on OTA.
Turn Your Website Into a Call to Action Platform Allow Guests to Instantly Call You Via Their Browser
Changing Online Customer Engagement Status Quo
Our Patented Technology is Reinventing How Hotels Interact with Their Guests Online
8,400 Hotels and Approximately 728,200 Rooms in 80 Countries
Our calling solution expands web-based toll-free service to every country Wyndham has properties
With a single click, Wyndham can connect the caller to the right CSR eliminating multiple hand-offs and guest frustration
with intelligent call routing to central reservations or by caller location or native language (guests no longer need to scroll
through property location list spanning 80 countries and 1,000+ telephone numbers)
Leverage guest profiles & session data to provide white glove service
Real-time caller data is available with each click, enabling Wyndham to take advantage of new data pipeline to improve ROI
Transform the customer service experience and improve guest satisfaction through visual menus that address guest needs
Maintain a seamless and secure connected experience that keeps guests online and uses real-time session data to increase
call handling efficiency and improve customer satisfaction
Embeddable call buttons can be set up as a direct call or with built in visual navigation and embedded on specific pages or
on every website page with the option to have a different message and/or language displayed
Bring Customer Support Directly to Your Guests From Your Website
Wyndham Benefits
Patented Visual IVR Solution (VIVR)
“Thank you for calling ABC Corp. Please press 1 for English or press 2 for Spanish”
“Please listen carefully as our menu options have changed.
Press 1 for account info, press 2 for …”
“Press 1 if this is a commercial account, 2 for personal accounts”
“Press 1 for sales, 2 for support or 9 to repeat options”
Turn this:
Extend the Capabilities of DTMF and Speech IVRs
Into this:
The Simple Interface That Let’s Your Guests Get to the Right CSR Faster
Connect 90% faster to the right CSR improving the
customer experience
Reduce toll-free and toll charges, costs of misdirected
calls, and call handle times
Simplify the CX without making costly changes to your
existing IVR system
Create directories and sub directories with specific
contacts
VIVR integrates with existing speech & touchtone IVR
solutions without costly rips or replacements
Seamlessly Engage With Guests at Every Stage of Their Online Journey
In today’s increasingly mobile and web centric world, TACTAL enables hotels
to leverage their internet presence by adding a patented call button with visual navigation to their website or app
to instantly and securely connect and talk to the right CSR, while remaining engaged with the content.
Global Toll-Free Call Button with visual navigation can be added to websites, apps, email signatures, and e-
marketing campaigns for guests to instantly connect to your business while remaining engaged with the digital
content.
Visual IVR Menu guides inbound callers to a web-based support experience that seamlessly connects guests to a
reservation/customer care sales specialists that can solve their problem/inquiry on first contact.
Intelligent Call Routing to specific representatives, departments, or hotels around the world, based on time of
day/week, native language, geo-location, agent skill set, central reservations or other select criteria.
Powerful Analytics to leverage new data pipeline for strategic insights into caller behavior to optimize marketing
campaigns and increase ROI.
Call Wait Queue with visual notification of where you’re at in queue, enables CSRs to answer more calls than lines or
agents available and holds them in queue until an agent is ready to take their call.
Highly Versatile Admin Portal with user friendly dashboard for account management.
CRM/Contact Center Integration enables hotels to leverage customer profiles and caller session data for faster
problem resolution and superior service.
Mobile Visual IVR takes any call flow and presents it visually to smartphone users via their screen. Guests are able to
see and click through the menus rather than having to wait to hear them.
End-to-End Encrypted Calling provides secure communications to protect your sensitive information and that of
your guests.
Create a More Engaging Customer Service Environment
H o w D o e s I t W o r k ?
Patent protected, WebRTC/VoIP solution for website visitors and mobile users
Out-of-the Box VIVR solution that seamlessly integrates into hotel’s environment
Easy to setup, manage, and embed into hotel website and/or mobile app
End-to-end encrypted calling structure for secure communications
No equipment to purchase, no infrastructure to support
No downloads, plugins, logins or pre-registration required
Does not require expensive IT support
Works with DTMF and speech IVRs, legacy TDM, IP- PBX, and CRM/Contact Center solutions
SIP to SIP or SIP to PSTN
Highly scalable, flexible, and secure WebRTC solution
Robust set of APIs and SDKs tools
Connect with Patented Menu Driven Interface
Solution can be integrated into Wyndham’s CRM system via our APIs to leverage existing customer profiles for faster, more
personalized service.
Current toll-free service provider and associated numbers do not change. However each time a guest clicks the toll free call
button, Wyndham will realize significant savings with expanded worldwide reach.
Today, almost all aspects of business are done through digital touch points. Enhance your guest experience by providing visually
guided menus on your website or on your guest’s smartphone. TACTALs Visual IVR provides your guests with a convenient menu
driven interface that enables customers to quickly select the options they need, saving them time and you money.
TACTAL Empowering Wyndham Hotels with More Tools to Engage
Add live TACTAL call buttons to promotional materials
to boost sales volume, engage better with customers,
and increase sales
Customers remain engaged with the promotion while
calling
Track success of marketing campaigns and who is
responding to promotions
Increase marketing ROI with improvement of
campaigns based on new data pipeline
Form data driven decisions with TACTALs powerful
analytics engine
Corporate Websites
Mobile Apps
Banner Ads
Press Releases
Newsletters
E-mail Signatures
Email Blasts
Promotional Materials
Allow Your Customers To Call You!
ADD Call Buttons To:
Digital Marketing
Guest Clicks - Your Phone Rings – It’s That Simple
It’s Time to Say Goodbye to Website Redirects
Harness the Power of a New Data Pipeline to Increase Marketing ROI
A n a l y t i c s = A g i l i t y
Analytics Dashboard Provides Real-Time Access to Data
Caller Location
Time to Answer
Call Duration
First Time Caller
Session ID
Calls per Day
IP Address
Calls in Queue
Mobile/Web Call Ratio
Browser Type
Peak Calling Time
Plus Much More
TACTAL ANALYTICS
Provide Greater & Faster Insight
Through Data Visualization
10279
Leverage New Data Pipeline in Real-Time
Boost Call Volumes & Increase Sales
Improve Marketing ROI
Access New Markets (Worldwide)
Enhance Customer Experience
Reduce Operating Costs
TACTAL ADVANTAGE
Call Origination Points
Customer Case Study
Auto Europe is an international car rental services provider based in Portland, ME that
focuses on delivering white glove service to its customers around the world. There are over
20,000 locations in 180 countries with three major call centers that provide 24/7 assistance.
Improve the customer experience while reducing costs
Reduce website abandonment and increase conversion
rate
International toll-free numbers are limited and very costly
Website customer support experience using chat negatively
affect sales and service quality
Unable to support customers from countries that do not
support toll-free calling
Customers outside of U.S. must scroll through list of toll-
free and toll numbers to find contact information
Limited customer data captured from inbound calls
Inability to identify new sales and upsell opportunities
Auto Europe Achieves Better Global Customer Service and Reduces Costs with TACTAL
TACTAL gives our customers a convenient way to reach us
whether they are making a reservation in the U.S. or
traveling around the globe. This solution makes it easy for
us to deliver the highest level of customer service.”
- Imad Khalidi, CEO, Auto Europe
Sales/Support Challenges Before TACTAL
The Results with TACTAL
Auto Europe eliminated their online chat feature after 1 week of implementing
TACTAL. They immediately saw a significant increase in worldwide call volumes/sales,
lower operating costs, and more direct accessibility to the right CSR from callers in
150+ countries with TACTAL’s worldwide web-based toll-free service.
Enhanced customer satisfaction and brand loyalty with real-time
assistance
Reduced website abandonment rate, elevated call volume, and improved
conversion rates
Expanded global reach and improved sales with web-based toll-free
button on website and app
Increased accessibility of sales and support teams
Improved first call resolution and CSR productivity
Immediate and substantial savings on telco costs, shortened average hold
times and reduced call durations
Enhanced data capture and analytics engine improved marketing
campaigns and upsell ability
Smart call routing based on caller geo-location/native language reduced
call hand-offs and streamlined service
About i-Comm Connect
U.S.: #8,520,661 Granted August 27, 2013
Filing Date: December 20, 2005
Japan: #529781 Granted June 21, 2013
Canada: #2,633,648 Granted June 23, 2015
EU Application: #06839416.2
I N N O V AT I O N . VA L U E . E X P E R I E N C E .
i-Comm Connect is a SaaS solutions company with a mission to transform the customer service industry through innovative products
that allow businesses to seamlessly engage, convert, and retain customers at every stage of their online journey. As a market leader
with global reach, our focus is on developing cutting-edge WebRTC/VoIP technologies and driving the shift to innovative online
customer engagement solutions.
PATENT ABSTRACT: The present invention includes both a system
and a method for communication over Internet protocol. In its
various embodiments, the system and method of the present
invention is particularly well suited for communication via VoIP
between a user and a recipient, wherein the recipient is a host or a
representative of a host. For example, a recipient could be a
customer service or client relation's specialist employed by a host
company. According to the present invention, the host is
responsible for providing communications means to the recipient.
In particular, the communications means are embedded within a
host web page accessible to the user, such that the user can directly
communicate via Internet protocol to a selected recipient or
representative of the host.
Re-imagining Customer Communications