Cloud5 Communications, a leading provider of communications solutions and managed IT services for more than 5,000 hotels, MDUs and commercial facilities across the Americas, has announced the opening of a 15,000 Sq. foot contact center in Toronto to service customer travel itinerary needs for one of the world’s most well-recognized financial services companies.

“Experts predict a substantial surge in travel as conditions around the world become safer and more stable in the coming year,” said Mark Holzberg, President and CEO at Cloud5 Communications. “Cloud5’s expansion into the Toronto area is a first step in supporting its clients as they react to this significant rise in market demand.”  

Cloud5’s new Toronto facility is the company’s second new contact center location to be opened during the pandemic and will complement its five other contact center sites and agents working from home throughout the New Brunswick, Canada area. Staffed by highly-trained onsite agents from the Toronto-area, Cloud5’s new contact center will serve as an extension of its clients’ brand – delivering dependable, detail-oriented support to its premium customers as they leverage travel planning services. This includes providing expert assistance in arranging airport transportation, hotel reservations, and car rentals with a focus on meeting the individual needs of each member, to create a unique experience with each booking.

Toronto, the fourth largest city in North America, was chosen based, in part, on its large labor pool. Access to a talented workforce is critical to Cloud5 as it continues to grow its contact center business, not just within the hospitality industry but in other markets that have significant demand for contact center and business process outsourcing services as well.

“Despite news of staffing shortages and employees leaving hospitality for other industries, this contact center demonstrates that there is still interest from employees seeking to work in the hospitality and travel sectors,” said Jason Reid, Senior Vice President and General Manager of Cloud5’s contact center division. “We are in the final phases of recruiting and training for the set of agents in Toronto, but great opportunities are still available, and we look forward to providing our clients’ travelers with the expert guidance they need to create stress-free, custom travel experiences.”

As conditions within the hospitality and travel industries continue to improve, Cloud5 plans include the opening of additional capacity throughout North America -leveraging a hybrid approach that rewards the best and most tenured agents with home-based work opportunities to service the growing travel needs of client customers. Each new destination will be staffed by employees with experience that matches the needs of each new program we launch on behalf of Cloud5 clients.