Challenges
Aman provides 24/7 multilingual phone support through global virtual toll-free numbers.
Calls route to their global concierge and reservations center.
This helps travel planners connect easily worldwide.
But traditional toll-free service faced three key issues:
Limited Global Access
Many countries lack virtual toll-free numbers
Local carriers make it hard or expensive to get
Guests in these countries couldn't book by phone
Geographic Restrictions
Toll-free numbers only work within the same country
Australian guests needed Australia's toll-free number
Aman had to buy and manage numbers worldwide
Stricter Regulations
Countries fight fraud with tighter telecom rules
Europe now requires local company addresses for virtual numbers
Carriers can revoke numbers without proper documentation
Solutions
CINNOX partnered with Aman to create a hybrid communication solution, overcoming geographic and regulatory barriers.
The strategy focused on three key areas:
Hybrid Call Access: Guests can connect using a traditional Aman phone number in supported countries. Or they can simply click a digital call button on Aman's website. This ensures every guest has a reliable way to reach the reservations team.
Flexible Digital Touchpoints: The digital call button can be embedded anywhere—as a QR code, a link in emails, or a widget on the website. This gives Aman a versatile tool for sales, support, and marketing.
Borderless Connectivity: The digital button works globally with an internet connection, including in regions where virtual numbers are unavailable. A single click routes the call directly to Aman’s team, providing seamless telephony from any location.
Outcomes
By implementing CINNOX's hybrid solution, Aman achieved significant operational and customer experience improvements:
Simplified Operations
A single platform manages worldwide guest communication
Reducing suppliers increases business agility and speed
Cloud-based deployment eliminates local telecom regulation challenges
Expanded Market Reach
Serves guests in countries previously inaccessible via phone
Elevates legendary Aman service standards globally
Enables seamless digital bookings from emerging markets
Future-Ready Infrastructure
Open API supports seamless integration of new channels
Ready for email, messaging platforms, and future innovations
Guest interaction data provides actionable insights for continuous improvement
“CINNOX streamlined our cross-border engagement. Getting virtual numbers in regulated countries is tough. Their digital solution made it simple for our guests. It also lowered our costs for managing traditional numbers.”
