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News : Best Western Hotels and Resorts Go All-In on AWS

#contactcenterworld, @amazon

Seattle, WA, USA, Dec 2, 2019 -- Amazon Web Services, Inc. (AWS), an Amazon.com company (NASDAQ: AMZN), announced that Best Western Hotels & Resorts is moving its infrastructure to AWS – going all-in the cloud – to automate processes and quickly develop new and more personalized experiences for travelers visiting its properties around the world. Best Western Hotels & Resorts will migrate all of its business-critical applications to AWS including its hotel reservation system, customer reward platform, and global contact centers, with plans to complete the migration of these applications from its existing data centers by the end of 2020.

Best Western Hotels & Resorts is leveraging the breadth and depth of AWS services, including analytics, machine learning, database, compute, and storage, as well as the expertise from AWS Professional Services, to accelerate the pace of innovation and improve operational efficiency for its member-owners that independently own and operate its hotel properties. 


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"In recent years we have embarked on a digital transformation that is designed to delight our guests, develop agile ways of working, and create new value for guests, hotel owners, and employees," said Greg Adams, Senior Vice President and Chief Digital Officer for Best Western Hotels & Resorts. "With its unmatched portfolio of services, AWS is a natural fit for Best Western Hotels & Resorts’ move to the cloud, as we focus on improving processes, driving better business results for our member-owners, and delivering even greater value to travelers around the world."

"For more than 70 years, Best Western Hotels & Resorts has been a leader in the hospitality industry, providing accommodations that are a welcome ‘home away from home’ for every kind of traveler, with a commitment to delivering the highest level of satisfaction to guests," said Mike Clayville, Vice President, Worldwide Commercial Sales at AWS. "Going all-in on AWS will accelerate their digital transformation, delivering scalability, agility, and the ability to innovate more quickly than ever before. We are thrilled to enable Best Western Hotels & Resorts on the next phase in their journey of providing new and quality services to guests around the world."

#contactcenterworld, @amazon

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Amazon:
Company LogoAmazon.com Inc (AMZN) is a leading global Internet company and one of the most trafficked Internet retail destinations worldwide. Amazon directly sells, or acts as a platform for the sale of, a very broad range of products, including books, music, videos, consumer electronics, clothing and household products. The majority of Amazon 19s sales are products sold by Amazon, with the remaining amount from third-party sellers. Through year-end 2006, Amazon had approximately 64 million active customers worldwide. In 2006, 55% of Amazon 19s revenue was generated in North America and 45% was generated by its International segment. Within North America, Media was 61% of total sales, Electronics & General Merchandise (EGM) was 34% of the total, and Other revenue was 4%. Within its International segment, Media was 72% of sales and EGM was 28% of sales. Amazon has direct operations in the United States, Canada, France, Germany, Japan, and the United Kingdom. Amazon was founded in 1994 and is headquartered in Seattle, Washington.
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About Best Western:
Company LogoBest Western International, Inc. is the third largest hotel chain, with over 4,195 hotels in nearly 80 countries.
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Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Tuesday, December 3, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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