Story
Zoom
Choice HotelsChoice Hotels Uses Zoom Contact Center for Cross-team Delivery
Choice Hotels, a consumer discretionary organization in the United States, uses Zoom Contact Center from Zoom to support program management for project and operations leads.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for cross-team delivery |
| Capability | Program management stays visible to adjacent teams through Zoom Contact Center |
| Capability | Project and operations leads work from the same Zoom Contact Center record for cross-team delivery |
Story
Consumer Discretionary work at Choice Hotels spans more than one site, even when headquarters sits in the United States. Cross-team delivery was splitting across regional habits. Project and operations leads asked for a shared way to run program management without freezing local judgment.
Zoom (Zoom Contact Center) is what they standardized on. Zoom provides video meetings, phone, and contact center products used for internal collaboration and customer conversations. Choice Hotels uses it as the system of record for cross-team delivery, with project and operations leads as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
