Their plans changed. Their confidence in you shouldn’t.

Yes. Five9 supports PCI DSS-regulated deployments alongside ISO 27001/27002 and GDPR. Encryption in transit and at rest, role-based access control and audit logging are platform capabilities running in production, not add-ons layered on for an audit, so a guest experience platform can take a payment mid-conversation without stepping outside compliance requirements.

Yes. A native Five9 Adapter for Salesforce, already used by customers like Wyndham Hotels & Resorts, connects the contact centre to CRM and reservation data, and prebuilt connectors plus open APIs cover the booking engines, property management and loyalty systems already in place. IT builds and manages both voice and digital AI agents from that same single, no-code platform, which is what makes this workable as travel contact centre software rather than a stack of point integrations.

Yes, that's the case for automating the repetitive tier. AI agents hold the routine volume, like booking changes, balance checks and status questions, so peak demand doesn't translate directly into hold time or dropped calls. Because capacity is cloud-based, scaling for seasonal peaks or a weather-driven spike in cancellations doesn't mean staffing to that peak year-round.

Scope is a configuration, not a hope. AI agents are bound to the administrative work they were deployed for, like checking availability, changing reservations or answering policy questions, and anything outside that boundary escalates to a person with the full interaction context attached. Guardrails and audit trails make the boundary reviewable, so judgement calls, and the promises that come with them, stay with staff.

Start by connecting every channel a guest actually uses, like chat, voice, SMS, social and email, into one thread, so a guest who starts in chat about a delayed arrival and later calls doesn't have to repeat the reservation number or the question. Bring reservation details, loyalty tier and prior contacts into the agent's workspace before the call connects, and match the guest to the agent with the right skill for the request, like a PMS override or guest relations, rather than whoever's free next. Let AI handle what it's actually permitted to, like capturing a changed arrival or holding a rate, and hand anything needing the property's judgment, a rate exception or a written change to the PMS, to a person with the full history attached. Built this way, a hotel guest experience software platform also makes repeat-contact patterns visible to supervisors, so a guest calling a third time about the same issue gets caught as a service problem, not just handled one more time.

Far less than a bespoke build. Wyndham’s previous solution partner needed significant runway to bring a new location live; moving to Five9 cloud platform removed that bottleneck. Setting up a new property or market is a configuration exercise on a single platform, not a custom integration project, so it doesn’t slow down how fast you can open.