Avaya announced that Palace Resorts, the company setting the standard in five-star, all-inclusive resort accommodations, has implemented Avaya Contact Center technology solutions to create unparalleled customer service through a seamless guest and employee connection to experience the luxury and comfort “All Inclusive” of the “Palace Experience.”

With more than 30 years of hospitality, Palace Resorts has 11 resort hotels located in cities across Mexico and in Ocho Rios, Jamaica, offering 5,500 exclusive rooms and welcoming more than two million guests a year, served by eleven thousand employees.

Palace Resorts had an outsourced solution for customer service to manage reservations but, it needed to optimize its operational performance and call centre solution to ensure a higher-quality customer experience and increased the engagement. The company determined a private cloud-hosted Contact Center solution was the best option. Avaya’s cloud-based Contact Center solution was selected based on experience, capabilities and reliability.

“Since the Avaya Contact Center implementation, we have increased our productivity with fewer agents, resulting in greater guest satisfaction and a 30 percent increase in reservations, all while allowing us to lower costs,” said Fernando Benítez, IT Corporate Director, Palace Resorts. “Avaya technology allows us to have a single data centre with decentralized operations in multiple countries. This has allowed us to grow and be prepared for any contingency, such as an earthquake or hurricane, that in the geographies where we are located are risks that we must consider guaranteeing the continuity of our business and the satisfaction of our customers.”

“Avaya is focused intently on building experiences that will propel customers into the future of the omnichannel contact centre,” said Gabriel Rodríguez, Director Avaya México. “We’re giving customers like Palace Resorts a platform that extends across delivery models and includes breakthrough technology. Combined with an understanding of today’s mobile users, we’re providing a powerful platform for shaping intelligent connections to facilitate digital transformation for businesses of any size. Once we evaluated the needs and challenges of the Palace Resort we offered to the company a tailor-made solution based on our expertise in the hospitality industry and our optimized services and solutions.”

About Avaya

Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centres and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA.

For more information, please visit www.avaya.com.