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Topaz Reservations Moves Contact Center to the Cloud with Help from Packet Fusion


Media Contact: Ellen Pensky



Topaz Reservations Moves Contact Center to the Cloud with Help from Packet Fusion


Pleasanton, CA: October 26, 2021— Packet Fusion today announced that Topaz Hotel Services has moved its contact center to the cloud with help from Packet Fusion. Packet Fusion has provided contact center solutions to Topaz for over 20 years. When the pandemic hit, the changing business landscape meant that Topaz needed a fast pivot to enable their agents to work from home. Packet Fusion worked with Topaz to get the new cloud-based contact center operations live just 45 days after contract signing.

Since 1986, Topaz has provided call handling, reservation sales, and contact center services for hotels. They partner with the world’s largest hotel chains, providing outsourced operations through their reservation sales associates who convert more calls into bookings through superior customer service. Until the pandemic, they had all agents in a single location.

“We needed to get to the cloud,” said Eric Gustavson, Topaz Hotel Services Co-Founder and President. “During the past year, with hotel reservations unpredictable and our agents working from home, it made no sense to have a PBX. Packet Fusion is truly our Trusted Advisor. Everything was delivered as promised, and we no longer need to manage hardware, circuits, or co-location. We can now focus on simply running our business. We couldn’t have done this without them.”

“We are thrilled that we were able to help our customers at Topaz,” said Matt Pingatore, Packet Fusion CEO. “Today’s teams, including those who work for contact centers, want to work from anywhere. It is gratifying to help our customers move to the cloud, saving them time and money and simplifying their operations, while empowering them to work how and where they want.”

About Packet Fusion

Since 2001, Packet Fusion has helped thousands of companies to navigate the complexities of ever-changing demands on their businesses, become more agile, and control costs. The Packet Fusion team, led by CEO Matt Pingatore, helps customers to find the right tools to unify their communications, from voice and VoIP to contact center and collaboration. With a commitment to the delivery of quality communications solutions, Packet Fusion charges clients based on a project’s result. Packet Fusion is based in Pleasanton and has sales offices throughout California and in Texas.

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