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Avaya Unveils New Communications Innovations for Hospitality Industry


Avaya Showcases New Hospitality Enablement Suite and Guest Media Hub at HITEC 2010 Event

ORLANDO, FL - Avaya, a global leader in enterprise communications systems, software and services, today showcased its latest hospitality technology innovations that enhance in-room guest services and allow hoteliers to improve revenue streams and cost-efficiencies. Avaya is highlighting its new offerings at HITEC 2010, the Hospitality Industry Technology Expo and Conference trade show being held this week from June 21-24 in Orlando, Florida (Avaya Booth: #661).

Avaya introduced the Avaya Hospitality Enablement Suite, an advanced software solution that integrates with many of the most popular property management systems used by hotels worldwide, enabling rich interactive applications to be accessed directly from a guest’s room. This server-based suite helps hospitality providers generate revenue opportunities by giving guests easier access to a wide range of services. It also enables hotels to keep track of and more efficiently respond to guest requests, such as room service, housecleaning and restaurant reservations.

The company is also showcasing the Avaya Guest Media Hub, a next-generation SIP-enabled in-room media system. This innovative fit-for-purpose solution is designed to help guests see dynamic information and make requests in a new way. It features a large colorful touch-screen interface that allows guests to make phone calls, set alarms, get stock quotes, check the weather, make restaurant reservations, peruse wine lists, explore local attractions, or make a tee time. Hoteliers can use the system to deliver property-specific applications such as full-motion streaming video, concierge services and real-time property tours. It also can be personalized to meet the unique needs of each guest by using historical data to feature items such as a specific brand of wine, a preferred restaurant dish, or other customized services.

Additionally, the Guest Media Hub provides an easy entry point for co-operative marketing with local venues as well as analytics that can pinpoint usage trends, enabling campaign baselining and rapid change when required to meet the needs of guests. Since the system is tightly integrated with the hospitality providers’ property management system and environment, hoteliers can use Avaya’s powerful contact center heritage to enhance revenue opportunities using presence-based information relevant to guests.

“Avaya’s hospitality solutions are ideal for hotels seeking to provide a one-of-a-kind guest experience,” said Daryl Page, managing director, Global Hospitality, Avaya. “They can drive top-line growth by helping hoteliers increase more traditional revenue sources, such as food and beverage sales and spa treatments, while opening new avenues via split-revenue models, where off-site shopping, recreation and other non-hotel attractions can be promoted via the Avaya Guest Media Hub.”

New Avaya Hospitality Enablement Suite Drives Superior Service
The new Avaya Hospitality Enablement Suite works directly with the hotel’s property management and phone systems to retrieve guest information, enabling quick responses to guest requests such as check-out; voice messaging; language preferences (English, French, German or Italian); as well as blocking or allowing calls. The Hospitality Enablement Suite supports the Avaya Guest Media Hub solution to drive enhanced user experiences for guests.

“With this solution, the hotel can meet the guests’ needs with a higher level of personalized service,” said Page. “This provides a differentiated guest experience, which drives long-term guest loyalty.”

The platform also supports and tracks key hotel staff functions, such as the posting of mini-bar charges and room status updates directly from the room, greatly enhancing staff productivity.

Avaya’s new solutions deliver cost savings by reducing the need for paper-based materials, such as the guest directories, doorknob placards, in-room menus, and dry-cleaning forms, among a host of items commonly found in hotel rooms. These “green” savings from the reduction of paper-based information alone can amount to some $1.29 per available room night, or nearly $100,000 annually for the typical 300-room hotel.

Avaya Professional Services works directly with hotel properties to create customized applications, factoring in the hotelier’s own brand requirements and business objectives related to guest experience, differentiation, revenue generation and savings.

Hotels Around the World Using Avaya Communications Solutions
Avaya has a long history in serving the hospitality industry, and all of the top luxury hotel brands across the U.S. use Avaya for their communications needs(1). The company also provides a range of communications infrastructure, IP telephony, call management, contact center, and online reservations services to a host of hotels around the world.

Recently, the Park Hotel Weggis, a luxury 5-star hotel on Switzerland’s Lake Lucerne, became one of the most recent hotels to implement Avaya’s innovative hospitality solutions. Among the tailored offerings made possible by the implementation of the Avaya Guest Media Hub at Park Hotel Weggis are live webcam feeds of the natural landscape and Lake Lucerne, making guest experiences more memorable.

Another leading hotel organization turning to Avaya for its communications needs is Maxims Hotel at Resorts World Manila in the Philippines, a new 6-star, all-suite luxury venue set to open in November 2010. It will feature the Avaya Guest Media Hub in its 170 suites, helping provide guests with an unparalleled experience in this state-of-the-art hotel, gaming and shopping complex.

“Avaya’s hospitality and mobile solutions complement the needs of a 6-star hotel such as Maxims. In any hospitality business, service is of premium importance, and we wanted something that would deliver the utmost efficiency,” said Christopher McGonnell, vice president of Hotel Operations of Resorts World Manila.

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About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit

(1) Source: MKG Hospitality


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