News : Hyatt Selects Unify for Global Reservations and Customer Support Centers
Reston, Va, May 5, 2014 -- Hyatt has selected Unify , formerly known as Siemens Enterprise Communications, and systems integrator Arrow S3, a division of Arrow Electronics Inc., to deliver a contact center solution intended to enable Hyatt to improve responsiveness, streamline internal processes, and help its agents embrace a new way to work that is more flexible through improved analytics and multi-media capabilities. Arrow S3 partnered with Unify to deploy OpenScape Contact Center and to provide ongoing maintenance.
"Unify and Arrow S3 understand what makes today's contact center tick – agents need a complete arsenal of easy to use communication tools at their fingertips, and managers need comprehensive analytics tools that deliver accessible and actionable metrics on every interaction," said Chris Hale, vice president of reservation services, Hyatt. "We hope the OpenScape Contact Center will provide the tools and insight our associates need to provide superior service to every Hyatt guest, building loyalty amongst our guests and, ultimately, creating value for Hyatt."
"Unify and Arrow S3 offered a truly business-focused solution, aimed at solving Hyatt's specific challenges with a complete set of advanced contact center collaboration tools, analytics and multi-media options," said David Peterson, CEO of PowerHouse Consulting, who provided consulting services to Hyatt during their vendor selection. "Unify provides a truly complete solution with its social media capabilities, advanced analytics and highly resilient voice platform."
OpenScape Contact Center will be deployed to agents in three locations in the United States. OpenScape Voice will also deliver mission-critical voice capabilities.
"We are proud that Hyatt has selected Unify to help it better serve its guests through an improved, world-class contact center," said Steve Shanck, general manager of North America for Unify. "We worked closely with Hyatt to understand its unique business needs and applied our rich technology background and our commitment to the new way to work to deliver a solution that will help improve the efficiency and productivity of its contact centers."
"Arrow is pleased to deliver a world-class technology and support package for Hyatt in collaboration with Unify," said John DeLozier, senior vice president of sales for Arrow's S3 business. "We look forward to working with Unify to enhance its contact center capabilities so it can continue to deliver superior service to all Hyatt customers."
Posted by Veronica Silva Cusi, news correspondent
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Unify—formerly known as Siemens Enterprise Communications—is a large communications software and services firms. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, and dramatically improves business performance. Born out of the engineering DNA of Siemens, Unify builds on this heritage of product reliability, innovation, open standards and security to provide integrated communications solutions for 75% of the Global 500. Unify is a joint venture of the Gores Group and Siemens AG.
Published: Tuesday, May 6, 2014