A Feature-Rich View of Hotel AI Performance, Guest Demand and Operational Impact

As part of our continuous innovation ethos, we are rolling out a new and improved customer portal for our hotel AI solution EVA (Evolution Virtual Agent).

The new EVA customer portal has been designed to give hotels, brands and management companies a detailed, transparent view of how EVA is performing in real operational conditions.

Rather than relying on high-level claims, the portal provides feature-level insight into call handling, guest behaviour, automation performance and operational workflows – allowing teams to understand not just what EVA is doing, but why it matters.

Below is a detailed look at the key features of the new EVA portal, and the tangible benefits each one delivers.

Core Performance Dashboard

What it shows:

• Total call volumes
• Calls answered by EVA
• Calls transferred or overflowed
• Overall handling performance

What it delivers:
A single, consolidated view of EVA’s performance that replaces guesswork with clarity. Hotel teams can instantly see how many calls EVA is handling, how much pressure it is removing from the front desk, and whether call volumes are being managed effectively – without needing to dig into multiple reports. This makes EVA’s contribution visible at a glance and provides a reliable starting point for performance conversations.

Call Reduction Reporting

What it shows:

• Calls EVA removes from the front desk workload
• Calls routed directly to the correct department

What it delivers:
Clear evidence of how EVA reduces operational load, even when it doesn’t fully resolve the guest query. By handling initial interactions and routing calls intelligently, EVA prevents unnecessary interruptions to guest services staff, helping teams work more efficiently and stay focused during busy periods.

Call Containment Metrics

What it shows:

• Calls that start and finish with EVA
• No human involvement at any stage

What it delivers:
A precise, credible measure of EVA’s true automation value. Call containment highlights where EVA independently resolves guest queries end to end, helping hotels understand where AI is genuinely saving time and resources – without overstating automation in a hospitality environment that still depends on people.

Call Answer Rate & Overflow Handling

What it shows:

• Calls answered by EVA
• Calls overflowed due to demand
• Transfer behaviour when capacity is exceeded

What it delivers:
Confidence that guest calls are always answered. When demand spikes, EVA ensures calls are handled or intelligently transferred rather than dropped or sent to voicemail. This protects guest experience, reduces frustration, and prevents lost opportunities during peak check-in, check-out, or event-driven surges.

Internal vs External Call Breakdown

What it shows:

• Calls from guest rooms
• Calls to the hotel’s main number

What it delivers:
A clearer understanding of guest behaviour at different stages of the stay. Hotels can see how in-house guests and external callers are using EVA, helping teams tailor information, refine messaging, and better support both pre-arrival and in-stay experiences.

The UK team enjoyed an amazing afternoon of games including curling, bowling, crazy pool and more and the Flower Bowl Entertainment Centre before celebrating Christmas at the Preston Marriott. Her are some of the photographs from the day.

Merger creates global hospitality and enterprise communications leader with expanded AI and cloud portfolio

Fourteen IP Group Ltd a leading hospitality technology provider today announced it is merging with Clearly IP Inc, a leading player in hospitality and Unified Communications, as part of its global growth and technology strategy.

Fourteen IP Group is the world’s leading provider of secure, cloud-based telephony and AI solutions for the hospitality sector. Serving hospitality customers across 27 countries, Fourteen IP delivers Evolution Voice, EVA AI, SIP trunking, and networking services to hotels and resorts globally.

Established in 2019, Clearly IP delivers secure, reliable telecom solutions, including SIP trunking, managed phone systems, VoIP gateways, and emergency alert technologies. Clearly IP serves customers across hospitality, education, and enterprise sectors through its large and diverse Partner network. Clearly IP is known for scalable infrastructure, hands-on support, and ongoing innovation.

Clearly IP’s ComXchange solution will be made available in the UK, Europe, and Asia either directly from Fourteen IP or via partners, while Clearly IP’s partners will gain access to both Evolution Voice and EVA once integration work with partner portals is completed. The new group will also benefit from significant investment in its AI products and continued geographic expansion in both Europe and Asia.

Tony Lewis, CEO of ClearlyIP, commented:

“The merging of Fourteen IP and Clearly IP is an exciting milestone for both businesses. Together, we’ll scale faster, innovate further, and deliver even greater value to our customers and partners around the world. I’ve had the pleasure of knowing Neil for more than 10 years and feel there couldn’t be a better fit of culture and companies combining”

Neil Tolley, CEO of Fourteen IP Group, commented:

“This is a coming together of two like-minded businesses that is a real case of 1+1=3, as we bring Clearly IP’s products, software development expertise, and partner-led model together with Fourteen IP’s global footprint and leadership in Cloud PBX and AI for the hospitality industry. Together we will enhance existing solutions, develop new ones with AI at the core wherever it adds value, and make all our solutions available through our partners around the world.”

The combined group employs around 200 people worldwide, serving approximately 1 million hotel rooms and enterprise users across 27 countries.

Fourteen IP Group and Clearly IP also wish to acknowledge and thank Tony Lewis, who alongside Neil Tolley of Fourteen IP have worked tirelessly to pull off this transformative merger. Their vision and leadership have been instrumental in their company’s successes, along with their teams, who will continue to play important roles in the new, expanded group.

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A Wake-Up Call for Hospitality IT Leaders

Here at Fourteen IP, we work with hotels across the globe to modernize their communications infrastructures and one message is becoming increasingly urgent: Legacy PBX systems are no longer fit for purpose. The push to upgrade isn’t just about keeping up with technology – it’s about protecting your guests, your reputation, and your bottom line.

The Real Risk Behind Outdated Systems

Legacy PBX systems often run on hardware and software that has reached End of Service Life (EOSL). This means no more manufacturer updates, no security patches, and no support. The consequences?

• Critical vulnerabilities that can be exploited by cybercriminals
• Guest data exposure, which can violate regulations like GDPR and CCPA
• Non-compliance with PCI-DSS, risking the ability to process card payments
• Increased insurance risk – a breach caused by outdated tech could void cyber insurance coverage

This is no longer a theoretical concern. We’re seeing increasing regulatory pressure and compliance requirements across the hospitality sector that directly tie cybersecurity to IT infrastructure health.

Cyber Security Is Now a Front Desk Issue

With hotels relying on integrated digital systems—from mobile check-ins to cloud-based property management – PBXs are no longer isolated systems. They’re part of the hotel’s overall network architecture. When a PBX becomes a security risk, it compromises the entire ecosystem.

At Fourteen IP, we’ve seen firsthand, how failing to modernize legacy systems can lead to:

• Service outages that disrupt operations and impact guest satisfaction
• Legal and financial exposure due to non-compliance with data protection laws
• Operational inefficiencies that reduce staff productivity and increase costs

Compliance Isn’t Optional

Industry standards now require hotels to demonstrate up-to-date, patched, and supported systems to remain in compliance. Failing to do so can result in:

• Regulatory fines
• Loss of cyber insurance coverage
• Reputational damage

And let’s not forget: compliance isn’t just an IT issue. It affects ownership groups, hotel management companies, and brand integrity. Everyone has a stake.

Your Next Step: Proactive Planning

The timeline to replace outdated systems is becoming urgent as we know capital planning cycles require properties to budget for upgrades in advance but we do offer flexible finance solutions and subscription-based services to suit the needs of any hotel.

Either way, action needs to happen now.

Here’s what we recommend:

1. Conduct a thorough IT audit to identify all EOSL hardware and software
2. Create a proactive upgrade roadmap, aligned with budget and operational priorities
3. Engage with Fourteen IP to design and implement secure, future-ready solutions

Modern Hospitality Requires Modern Infrastructure

The hospitality industry is built on trust and experience. But in the digital age, that trust extends to how you protect your guests’ data and ensure seamless communication. Legacy PBX systems can no longer keep up with either.

At Fourteen IP, we help hotels transition to secure, cloud-enabled communication platforms that meet today’s standards and tomorrow’s challenges.

Is your PBX putting your property at risk? Let’s talk.

Get in touch with our team to schedule a consultation

Industry veteran and CEO of Fourteen IP, Neil Tolley, delivered an insightful presentation on the transformative changes sweeping through the hotel telephony landscape recently.

As legacy network services are phased out and telecoms manufacturers retreat from the on-premises PBX market, Neil explained how cloud telephony and AI-driven guest engagement are reshaping the hospitality industry and outlined the need for action from a large proportion of hoteliers

Introduced by HOSPA CEO Jane Pendlebury, the webinar explored:

• The implications of retiring legacy network services
• The impact of manufacturers such as NEC and Avaya exiting the on-premises PBX market
• The benefits and challenges associated with transitioning to a cloud telephony service
• How AI is transforming guest engagement through human like interactions

This webinar offered a valuable opportunity to understand how to effectively leverage emerging technologies to improve guest experiences, streamline operations, future-proof, and secure your hotel’s communication infrastructure.

Feedback from attendees has been very positive with a good number of questions at the end of the session.

Thank you to Jane and the team at HOSPA for hosting the session.

Grab a coffee and watch the recording now.

Fourteen IP birthday celebrations in Orlando

The Fourteen IP Orlando office continued the 14th birthday celebrations with an outing to the Main Event in Orlando, led by CEO North America, Ron Grau. We are not sure who the winners were on the day but a fun time was had by all!

Here are a few pictures from the event.

Fourteen IP turns ‘Taskmaster’ for birthday celebrations

The UK office got competitive yesterday with some ‘Taskmaster’ style challenges as part of the birthday celebrations. Games included:

• Drawing a 14cm line without any measuring devices.
• Choosing a fruit and an object, to find out the object had to be used to extract juice from the fruit.
• Hiding an A4 sheet of paper with the team name on in plain site without it being found.
• Playing a (safe) ‘Squid Games’ minefield crossing game.
• Choosing a colour, then discovering they had to collect as many different objects of that colour.

Oranges and melons were being juiced with potato mashers, snooker cues, a fold-up chair and a paintbrush. The minefield game certainly tested some memories and the winning number of objects numbered almost 40 within the timeframe. Thank you to everybody who took part and a big thank you to our own ‘Little Alex Horne’, Andrew, who did a great job of designing the tasks and keeping everybody in check.

Here are some pictures from throughout the day and the winning team of David, Kayleigh and Kirsty.

UK Team Celebrates Fourteen IP’s Fourteenth Birthday

CEO Neil Tolley led the Fourteen IP birthday celebrations with members of the UK team today, which which consisted of several (sometimes competitive) ‘Taskmaster’ style games between teams in the office, plus food drinks and an Easter Egg raffle.

New Logo Announced

Our 14th birthday was also marked with a new logo reflecting the fun we have whilst supporting our customers with Happy Guest Technology. Here are a few images from the day below…

Fourteen IP Announces New Investment Partnership with Beech Tree Private Equity

Wigan, Gtr. Manchester & Orlando, FL – 9^th April 2025 – Fourteen IP, the global leader in cloud telephony and AI solutions for the hospitality industry, proudly announces a significant new investment partnership with Beech Tree Private Equity. This strategic transition from Mercia Asset Management marks an exciting milestone, positioning Fourteen IP for continued global growth and expansion into new geographic regions, notably Asia and Australia, as well as entry into additional market sectors.

Celebrating 14 successful years of innovation and growth, Fourteen IP has become the trusted telecommunications and technology partner for hotels and hospitality providers worldwide, renowned for industry-leading solutions such as Evolution Voice and EVA (Evolution Virtual Agent). Throughout its journey, Mercia Asset Management has played a pivotal role in supporting Fourteen IP’s growth, innovation, and market leadership.

“We are incredibly grateful to Mercia for their partnership, investment, and support over the years,” said Neil Tolley, CEO of Fourteen IP. “Their involvement has been instrumental in enabling us to deliver unmatched service and groundbreaking technological solutions to our hospitality clients worldwide.”

Beech Tree Private Equity has cultivated a strong relationship with Fourteen IP over several years, allowing both parties to understand each other’s businesses and management teams. This thorough and mutual understanding was vital for Fourteen IP in securing the ideal investment partner to support its future ambitions.

Beech Tree Private Equity also brings an impressive track record of executing successful buy-and-build strategies, consistently supporting their portfolio companies in making strategic acquisitions. Fourteen IP intends to leverage this expertise to significantly accelerate its growth through targeted acquisitions and organic expansion over the next four years and beyond.

Looking ahead, the partnership with Beech Tree Private Equity presents new opportunities for accelerated growth. This collaboration will enhance Fourteen IP’s ability to expand its global footprint, introduce solutions to new vertical markets, and continue the innovation that has been central to the company’s success.

“Beech Tree’s decision to invest in Fourteen IP validates our vision, performance, and commitment to delivering world-class solutions,” continued Tolley. “We are excited about the possibilities this partnership brings and look forward to bringing our exceptional services and innovative technology to new markets and customers around the globe.”

Crucially, Fourteen IP assures its employees, partners, and customers that the core values and culture – innovation, outstanding customer service, and a commitment to excellence – that have defined the company’s success over the past 14 years will remain unchanged.

“Our culture and our people have always been at the heart of our success,”  Tolley emphasised. “With Beech Tree, we have a partner who understands and fully supports the importance of maintaining the unique spirit and customer-centric approach that makes Fourteen IP so special.”

This new chapter marks an exciting evolution for Fourteen IP, reinforcing its position as an industry leader poised for even greater achievements ahead.

Fourteen IP were advised by Elucid Partners.

About Fourteen IP

Fourteen IP is the global leader in providing cloud telephony and AI-powered solutions designed specifically for the hospitality sector. Trusted by hotels and hospitality brands in over 25 countries, Fourteen IP is renowned for innovative solutions, including Evolution Voice and EVA, that seamlessly integrate technology to enhance guest experiences and operational efficiency.

About Beech Tree Private Equity

Beech Tree Private Equity invests £10-40 million into fast-growing profitable businesses in three key areas – technology, tech-enabled services, and financial services. Beech Tree works with Management teams to build scale and capability, bringing capital and expertise to drive these expansion strategies, building category-leading companies of scale.

About Elucid Partners

Elucid Partners is a team of seasoned, pragmatic board-level professionals dedicated to value optimisation for entrepreneurs and their investors. Specialising in critical business milestones such as strategic changes, capital raising, and exits, Elucid offers integrated, flexible CFO and corporate finance services, helping businesses navigate complex financial landscapes effectively.

Fourteen IP were advised by Chris Summerscales, Paul Tuner and James Barraclough

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Media Contacts:

Craig Walden, Marketing Director, Fourteen IP

Craig.Walden@14IP.com