Enterprise Connect is part of the Informa Connect Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Enterprise Connect
March 23-25, 2027
Caesars ForumLas Vegas, NV
ExhibitRegister for On-Demand
Menu
Register
Exhibit

Enterprise Connect 2026 Schedule

Export | Need Help?
All Sessions Speakers

How IHG Hotels & Resorts Checked Out of Legacy Systems and Into a Modern Customer Experience with Sinch and Genesys

Julia Fraser  (Executive Vice President, North America, Sinch)
Michael Logan  (Strategic Director Innovation - North America, Genesys)
Mary Henderson  (Head of RCC, Technology, IHG)
Location: EC Theater - Booth 228
Date: Wednesday, March 11
Time: 3:30 pm - 3:55 pm
Pass Type: All Access, Premium, Summit, Expo Plus
Session Type: Session - Sponsored
Vault Recording: TBD
Julia Fraser
Michael Logan
Mary Henderson
Sinch

For global hospitality leader IHG Hotels & Resorts, a legacy contact center meant mounting security risks and a block on innovation. With agents battling fraud and legacy carriers unable to support a modern cloud environment, IHG needed a major upgrade.

Join IHG, Sinch, and Genesys to learn how they successfully migrated IHG's global operations to a secure, cloud-native contact center. In this 25-minute session, discover how Sinch acted as the central communications partner, enabling IHG to:

• Integrate seamlessly with Genesys PureCloud CX in AWS, displacing legacy carriers.
• Combat fraud by integrating a voice security shield to protect customer data.
• Solve critical technical hurdles where other carriers failed, including custom SIP-REFER functionality.
• Expand beyond voice with messaging APIs for secure payments and surveys.
This session offers a blueprint for transforming legacy systems into an agile and secure customer experience engine.