Reducing missed calls with Dialer

With Akia Dialer, Coast to Cactus brought their entire communication workflow — inbound/outbound calls, texts, and guest history—into a single, unified inbox. They now manage all phone activity through Akia, including a custom phone tree that routes calls differently during business hours and after-hours, ensuring guests always reach the right person.

The transition was smooth—Akia replicated their existing call routing and phone tree settings, so the team could continue operating without disruption. With the intuitive user interface, staff had no problem learning to use Akia’s Dialer. 

As Peter from Coast to Cactus shared, “Akia’s biggest differentiator is how cohesive everything feels. The phone system is just a system, but it’s the UI and how it works with the rest of the software that makes the difference. The unified inbox has been a game changer.”

But the real impact came from the visibility: now, when a guest calls, staff can see the full message history and call details - all tied to the guest profile in one place. For example, if a guest texts in about a late check-out and then calls later to confirm, the team can view that entire conversation thread during the call.

Team members can manage call flows, view transcripts and voicemails, and handle follow-ups—all from a single view. Every communication touchpoint is also tied to one guest profile, so nothing slips through the cracks. This unified setup has made it easier to catch incoming calls, reduce voicemails, and provide faster, more personalized service. It has also helped the team stay organized and deliver exceptional guest services.

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