Avaya explains how hospitality sector improves customer experience

Avaya Holdings – at HITEC 2019 – has explained how some of the hospitality providers are improving guest and staff experiences with the help of unified communications and contact center solutions.
ITC Infotech deploys helpdesk for FRHI Hotels Resorts, CanadaAvaya Holdings is the global leader in solutions to enhance and simplify communications and collaboration for the global hospitality industry.

“Hospitality is the #1 vertical opportunity for advanced IP media devices like the Avaya Vantage. We expect the overall market for these devices to grow at 11.2 percent CAGR in terms of shipments between 2018 and 2025,” said Alaa Sayed, ICT industry director, Frost & Sullivan.

Avaya customers

Accor is one of the customers of Avaya. Accor is using the Avaya IX Contact Center solution to improve customer experience.

“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 at Accor.

Moxy Hotels, a brand from Marriott, is utilizing Avaya IX Workplace platform to enhance customer experience.

“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.

TIME Hotels in the UAE is using new Avaya contact center and unified communications platform to automate key guest services including wake-up calls, reservation reminders, and requests for information on hotel services and local attractions.

Joseph Fayad, corporate director IT, TIME Hotels, said: “IT department’s role is to make the business run efficiently. The deployment of Avaya unified communications and contact center platform helps reduce our Capex and Opex by up to 30 percent.”

One & Only Palmilla, part of 11 luxury hotels, has decided to enhance communications infrastructure by leveraging Avaya IX Workplace unified communications. The hotel chain is using Avaya’s solution for calling, meetings, collaboration, mobility and videoconferencing to improve operational efficiency.

“We are 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,” said Antonio Sainz, director of systems, One & Only Palmilla.

Avaya solutions for hospitality sector

Avaya Holdings introduced its new Intelligent Hotel Room Experience package for partners and hospitality customers.

The Intelligent Hotel Room Experience includes the Avaya Vantage portfolio of Avaya IX Multimedia Devices as the smartphone application platform designed to transform any hotel room for better guest experience.

This digital concierge can provide services at the touch of a screen or on voice command, including venue information, promos, a city guide, in-room dining, housekeeping, spa reservations, restaurant bookings, thermostat control, door lock, door camera, plus IPTV and set-top-box integration.

“With the Avaya Intelligent Hotel Room Experience, centered around the Avaya Vantage desktop smartphone, we’re enabling leading hotels and resorts to provide the experiences that convert customers into fans,” said Chris McGugan, senior vice president, Solutions & Technology, Avaya.

Avaya also announced portfolio capabilities, including additional devices for the Avaya IX Hospitality portfolio.

Avaya IX Hospitality Phones H109 and H129 address hospitality customer demand for analog phone sets that can deliver an Avaya-quality experience directly to hotel guests without requiring room rewiring to support Ethernet connections.