Overview

Wyndham Hotels & Resorts (NYSE: WH) is the world’s largest hotel franchising company by the number of properties, operating approximately 9,200 hotels in over 95 countries. With a portfolio of 25 iconic brands and nearly 885,000 rooms, Wyndham offers accessible, quality lodging to travelers worldwide. Their award-winning Wyndham Rewards loyalty program boasts 110 million enrolled members. Wyndham focuses on delivering exceptional experiences through scalable innovation and hospitality excellence. 

Supernova Award Category

Next Generation Customer Experience

The Problem

Wyndham’s partially on-premises contact center was complex, unreliable, and lacked integration with critical platforms like CRM and booking systems. Agents juggled multiple screens, leading to inefficiencies, long handle times, and an inconsistent guest experience — especially during peak travel moments. 

The Solution

Wyndham chose Five9 to replace their legacy system with a highly scalable, cloud-based platform. Five9 offered seamless integrations with Salesforce, booking, and loyalty platforms — enabling a streamlined agent experience and a foundation for long-term digital transformation, including AI-driven IVA capabilities. 

The results

Wyndham transitioned to a future-ready contact center model with improved operational efficiency, enhanced agent tools, and automated guest interactions. Before, customer service was fragmented and slow. Today, Wyndham delivers a globally consistent, seamless guest experience — from faster password resets to automated cancellations — while unlocking significant cost savings to reinvest in innovation. 

Metrics

62% automation rate (vs. 34–54% industry benchmark) 

<1% abandonment rate (vs. 6–16% industry benchmark) 

40,000 password resets/month automated with 50% containment 

80% of booking cancellation calls automated 

Millions saved by moving off legacy infrastructure 

Weeks vs. months to stand up new contact centers 

Enabled 100% call recording and sentiment analysis with Verint 

The Technology

Five9 Intelligent CX Platform 

Five9 AI Agents / IVA 

Five9 Adapter for Salesforce 

Google Dialogflow (within IVA Studio) 

Verint for QM and sentiment analysis 

Salesforce CRM 

Booking and loyalty platform integrations 

Disruptive Factor

Wyndham’s move from a siloed, unreliable platform to Five9’s integrated solution challenged long-standing internal processes. They faced change resistance but overcame it through strategic alignment and AI adoption. The transformation unlocked new capabilities like automated interactions, reduced time to launch new sites, and enabled real-time insights — setting a new standard in hospitality CX. 

Shining Moment

Wyndham’s proudest moment came when automation success in password resets and cancellations gave back time to live agents, allowing them to focus on high-value guest needs. With improved experiences and lower abandonment, the team realized the vision of a truly guest-centric contact center — faster, smarter, and ready for the future.