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Strategically headquartered in the Asian hub of Singapore,
Pan Pacific Hotels and Resorts is engaged in the management
and marketing of hotels and resorts in 11 countries throughout
the Pacific Rim.
The company had been running on a PABX system for the
past seven years. It wanted to improve and modernize
its call centre and telecommunications infrastructure
for the corporate office – with the aim to eventually
link up the telephony network for all their offices
world-wide. However, the existing PABX was not easily
upgradeable, and agents could not check call histories
or trace calls – affecting customer service levels.
The systems also did not provide facilities for a mobile
workforce.
Avaya were chosen to upgrade the telecommunications
infrastructure. Selected for their technological expertise
and international presence, Avaya provided a viable
solution, clear channel of support, professional service,
and all at the right price. Avaya created a unified
WAN, comprised of an Avaya S8300 Media Server running
Avaya Communication Manager and Basic Call Management
System (BCMS) software and mobility solutions like Avaya
Modular Messaging and Avaya IP Softphone.
As a result, Pan Pacific now gets improved call routing,
easier management, application integration and extensibility,
and enterprise communications networking. Voice and
data is now organized and routed to the right agent.
Calls can be monitored and reported on, allowing more
efficient planning of resources. Mobile staff members
are also able to receive calls, information and messages
even when out of the office. The solution is expected
to be extended to cover wireless phones and PDAs in
the future, and will also be deployed in Seattle, USA,
and Chiang Mai, Thailand.
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