News : Palace Resorts Provides Customer Service With Avaya Private Cloud Solution
Santa Clara, CA, USA, Nov 7, 2018 -- Avaya Holdings Corp. (NYSE: AVYA) announced that Palace Resorts, the all-inclusive resort accommodations, has implemented Avaya Contact Center technology solutions to create customer service through a seamless guest and employee connection to experience the luxury and comfort "All Inclusive" of the "Palace Experience."
Palace Resorts had an outsourced solution for customer service to manage reservations but, it needed to optimize its operational performance and call center solution to ensure a higher-quality customer experience and increased the engagement. The company determined a private cloud-hosted Contact Center solution was the best option. Avaya's cloud-based Contact Center solution was selected based on experience, capabilities and reliability.
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"Since the Avaya Contact Center implementation, we have increased our productivity with fewer agents, resulting in greater guest satisfaction and a 30 percent increase in reservations, all while allowing us to lower costs," said Fernando Benítez, IT Corporate Director, Palace Resorts. "Avaya technology allows us to have a single data center with decentralized operations in multiple countries. This has allowed us to grow and be prepared for any contingency, such as an earthquake or hurricane, that in the geographies where we are located are risks that we must consider guaranteeing the continuity of our business and the satisfaction of our customers."
"Avaya is focused intently on building experiences that will propel customers into the future of the omnichannel contact center," said Gabriel Rodríguez, Director Avaya México. "We’re giving customers like Palace Resorts a platform that extends across delivery models and includes breakthrough technology. Combined with an understanding of today’s mobile users, we’re providing a powerful platform for shaping intelligent connections to facilitate digital transformation for businesses of any size. Once we evaluated the needs and challenges of the Palace Resort we offered to the company a tailor-made solution based on our expertise in the hospitality industry and our optimized services and solutions."
Posted by Veronica Silva Cusi, news correspondent
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Thursday, November 8, 2018
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