How Unified Communications delivers real ROI for hoteliers

From the first call to the front desk to the wakeup call before checkout, every interaction shapes how guests remember your hospitality brand. However, far too many hotels are still juggling disconnected voice systems, legacy platforms, and disparate solutions from numerous technology providers. 

Not only does the maintenance involved in handling such convoluted systems put a strain on overworked IT teams, but it can also have a negative impact on the way your guests perceive your services. Forward thinking hoteliers are discovering a more efficient way to manage communications and help deliver superior guest experience. Unified Communications (UC) encompasses telephone management, automated wake-up calls, customized greetings and call accounting systems — all in a single, fully managed platform that integrates with your Property Management System. 

The best solutions available also include an intuitive online portal that enables more effective use of your investment in communications.   Hoteliers should investigate UC solutions that offer options that complement existing Customer Relationship Management (CRM) solutions, email and customer support systems, as well as those that integrate with leading business applications. 

In the ultimate expression of communications technology enhancing guest experience, some solutions offer AI enhancements. These solutions can analyze every communications occurrence and sync actionable insights directly into the CRM solution. With AI-driven automated coaching and sentiment analytics, hoteliers can act proactively to deliver personalization options that improve guest experience. 

Unified Customer Experience 

Unified Customer Experience (CX) solutions can lower the costs and complexity of managing multiple communication platforms while increasing the workflow flexibility and scalability of the cloud-based solution. Simply put, such solutions allow organizations to reduce the number of technology partners they work with and enhance customer engagement.

Proponents of Unified Customer Experience say that by employing the technology they have increased efficiency, improved customer experience, and reduced operational expenses. In a study investigating companies adopting integrated Unified Communications as a Service and Contact Center as a Service platforms. Metrigy reported that businesses that take such an approach decreased their operational costs by 18%, and increased revenue by 22.6%. 

Forrester states that managed services can help reduce IT costs by 30% and increase operational efficiency by 50%. Organizations that opt for managed services are in good company, as KPMG reports that about 70% of companies used managed services to streamline IT in 2025. 

Managing complexity with unified communications

An evolved version of unified communications, Unified Customer Experience  solutions can lower the costs and complexity of managing multiple communication platforms. Simply put, such solutions allow hoteliers to reduce the number of technology partners they work with, improve workflow, enhance guest and staff experience, and promote better outcomes. 

Spectrum Business manages your UC solution for you from end-to-end, including networking, devices, implementation assistance, employee training, maintenance and updates with round-the-clock support. You get access to our nationwide fiber network with dedicated bandwidth for voice calling to ensure high quality of service. You may also benefit from an advanced selection of new, cost-effective guest rooms or VoIP admin phones from manufacturers such as Cisco and Poly, which we can provision and install for you. 

The result is exceptional security, flexibility, and reliability to move your hotel staff forward and delight your guests. Communication and collaboration shouldn’t be an add-on or an afterthought. It should be an integral part of your technology plan. 

Spectrum Business partners with RingCentral on UCX solution

According to UC Today, “RingCentral hits the sweet spot for hospitality organizations that need flexibility, speed, and stellar mobile usability. Its cloud-based UCaaS platform offers crystal-clear voice, video, SMS and team messaging, all wrapped in a user-friendly app that works effectively across smartphones, tablets, and desktops.”  With the launch of UCX with RingCentral, hoteliers can gain access to robust customer engagement and AI capabilities that transform customer and employee interactions into actionable business insights.

AI Conversation Expert (ACE): Available as an add-on to Unified Communications with RingCentral, ACE transforms every interaction into a strategic asset. By transcribing and analyzing every call and meeting, ACE delivers deep revenue intelligence. By syncing actionable insights directly to the CRM, ACE eliminates manual data entry. With automated coaching and sentiment analytics, ACE empowers business leaders to scale top-tier performance, increase win rates, and drive predictable revenue growth across the organization.

UCX with RingCentral is a key enabler of digital transformation and customer experience excellence, delivered on the Spectrum Business dedicated fiber network for reliability, security, and simplicity. Hotel management groups who run multiple properties, large luxury resort properties seeking to modernize legacy systems, unify communications, and leverage AI for operational efficiency and superior customer engagement can benefit from this solution.

Will we see you at HITEC?

We’ll be at Booth 1248 in the Henry B. Gonzalez Convention Center in San Antonio for the HITEC show, June 15-18.  Find out why Spectrum Business provides enterprise technology solutions to 96% of the top hotel brands in the U.S.

Your goals are our priority. Let’s talk. 

Make it easy for your guests to connect to you with an AI-driven, omnichannel solution that merges unified communications including more than 20 digital channels, sales intelligence, and seamless, consistent guest experiences. Unified CX (UCX) with RingCentral brings calling, messaging, video conferencing, and contact-center capabilities into one secure, cloud-based workspace.