News : TIME Hotels Partners with Avaya to Enhance Customer Service
Dubai, UAE, March, 2019 -- TIME Hotels’ properties now offer elevated customer service following the integration of Avaya Holdings Corp’s communication and collaboration solutions.
Guests can now look forward to minimised holding times while contacting hotel support, through the channel of their choice.
The new Avaya platform allows the group to automate key guest services, such as wake-up calls, reservation reminders and requests for information on hotel services and local attractions.
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Commenting on the upgraded communications infrastructure was corporate director IT, TIME Hotels, Joseph Fayad: "Connectivity today is a critical aspect of the hospitality industry. It is essential to have proper infrastructure to provide the reliable services our guests need."
He continued: "IT’s role is to make the business run more efficiently. An efficient communication system takes this role further by making the business dynamic enough to adapt to future technology evolution."
Fayed explained: "We have 100 per cent wireless coverage in all the facilities, so the ability to use the app inside the hotels amongst employees as a mobile extension has saved us a lot of money on hardware."
Looking ahead, Fayad and his IT team have plans in place to move their contact centre to the cloud with Avaya’s assistance. A mobile app for guests is also on the horizon.
"We are looking to incorporate the app and using guest mobiles to communicate with the hotel when they are on the hotel premises," Fayad concluded.
Posted by Veronica Silva Cusi, news correspondent
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