Leading hospitality providers are implementing new and innovative ways to enhance guest and staff experiences with the help of contact centre communications and contact centre solutions from Avaya, a global leader in solutions to enhance and simplify communications and collaboration for the global hospitality industry.
According to IDG, 62 percent of businesses believe digital transformation success is defined by excellent customer experience as measured by customer satisfaction scores.1 Organizations pursuing digital transformation face the challenge of revamping their infrastructure to better meet customer needs, while reducing costs and increasing efficiency. This is even more critical in the world of hospitality, where guest satisfaction is paramount, highly personal, and highly visible.
“As a significant and growing global hospitality brand known for superior guest experiences across our 5,000 resorts and hotels worldwide, Accor chooses our vendors carefully,” said Denis Collette, global call centre IT manager, Accor. “We have been an Avaya customer over the last 20 years and we look to Avaya for our continued growth in enhancing our guest journey. The Avaya IX™ Contact Center solution is rock solid with a history of proven reliability and support.”
Moxy Hotels, Marriott’s newest brand, focuses on providing fresh and innovative experiences to guests by combining stylish design and approachable service at an affordable price point. “To ensure we are giving our guests the finest experience we knew we needed a reliable, rich-feature solution that came in a competitive price point,” said Lowell Beebe-Center, director of operations, Moxy Hotels. “To date, partners Avaya and TAUTO have been extremely responsive and easy to work with, helping us to realize our business needs through features and solutions enabled on our Avaya IX Workplace™ platform. The open API scope and expanded integration with a plethora of hospitality vendors has helped allow for us to have a solution that we can expand and enhance as we add to our guest experiences in the future.”
“Connectivity today is a critical aspect of the hospitality industry. It is essential to have proper infrastructure to provide the reliable services our guests need,” said Joseph Fayad, corporate director IT, TIME Hotels, a chain of four resort brands based in the UAE. “IT’s role is to make the business run more efficiently. An efficient communication system takes this role further by making the business dynamic enough to adapt to future technology evolution. Our new Avaya contact center and unified communications platform helps make it possible for the group to automate key guest services including wake-up calls, reservation reminders, and requests for information on hotel services and local attractions all while helping reduce our CapEx and OpEx by up to 30 percent.”
Avaya solutions to help bolster hospitality experiences enable users to:
• Transform Guest Service: Create adaptable, personalized experiences across the end-to-end customer journey through automated in-room capabilities and on-property services, the ability to engage over any device, channel, browser or application, and send custom messages and location-based offers.
• Empower Employees: A true digital workplace for enhancing employee experience to integrate communications into daily workflows, automate workflows for improved task management and create workforce optimization tools and secure workplace apps.
• Enhance Business Process Efficiency: The agility, flexibility and reliability customers need to create custom applications and workflows , scale agile methods enterprise-wide and integrate core systems with new technologies.
• Accelerate Revenue Generation: Continually create new points of differentiation for sustainable growth with real-time revenue generating promotions, in-room Food & Beverage, retail, and mobile ad sales and increase “pop up,” seasonal and fee-based amenities.
“Our focus has always been to use state-of-the-art technologies to offer a better quality of customer experience,” said Antonio Sainz, director of systems, One & Only Palmilla, part of a chain of eleven luxury hotels famous around the world. “We decided to enhance our communications infrastructure to power incredible new fuctionality for our guests, leveraging Avaya IX Workplace unified communications. Avaya’s integrated solution for calling, meetings, collaboration, mobility and videoconferencing has been seamless and enables us to delight our guests and improve our operational efficiency. We are very pleased with the way Avaya has supported us and provided us with technologies to be successful with customers, at the end this is the most important objective for us.”
Additional Resources
• Find out more about Avaya Hospitality solutions
• Read about Improving the Guest Experience with Advanced Communication Solutions for Hotels/Motels
1https://resources.idg.com/download/white-paper/2018-digital-business
About Avaya
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter.
Visit us at www.avaya.com.