International cruise provider deploys Avaya communications solutions to deliver superior customer and team experiences
SINGAPORE, 2017 – Star Cruises, a leading global leisure, entertainment and hospitality corporation in Asia Pacific, is enabling passengers and staff to enjoy global connectivity by leveraging the latest in contact center solutions from Avaya. By deploying the Avaya IP Office platform, Star Cruises’ guests benefit from top-notch service and added convenience across every touch point, internally and externally.
Established in 1993, Star Cruises, a pioneer in the Asia Pacific cruise industry, has grown into an international cruise destination provider with a fleet of six vessels: the SuperStar Virgo, SuperStar Libra, SuperStar Gemini, SuperStar Aquarius, Star Pisces and The Taipan.
With a strong reputation in the hospitality and tourism industry, Star Cruises receives numerous bookings and inquiries from travel agents and the public across the region. One of its biggest challenges is efficiently managing the high volume of calls that come in daily – whether it is from ship to ship, ship to shore, or shore to ship. By leveraging Avaya’s contact centre and voice solutions, Star Cruises now has seamless global connectivity with multi-channel communications, in addition to handling both inbound and outbound calls.
“A long-standing technology partner of Star Cruises, Avaya has been able to understand our business needs for a simple yet effective communication solution, which helps create a memorable experience for our customers. Avaya IP Office has enabled Star Cruises to accelerate its growth through a seamless experience for both our customers and employees and we hope to expand our deployment to countries like Japan and Korea,” said Henry Pang, Vice President, Information Technology, Genting Hong Kong Limited.
The Avaya IP Office solution has been selected by Star Cruises to deliver cutting-edge customer service that is able to scale up as business needs grow. The benefits include:
- Ability to manage higher call volumes: Avaya’s IP Office is able to efficiently manage the high volume of inbound and outbound customer service calls with minimal lead downtime – meaning customers are more satisfied with the service they receive.
- Faster response to customer needs: Increased efficiency of customer responses with the accurate re-routing of inbound calls, reducing overall enquiry response time while minimizing call-waiting time.
- Enabling global connectivity: Avaya IP Office enables Star Cruises to run its business communications seamlessly on a single global platform for both land and sea, regardless of the quality of internet connection in different countries.
- Enhancing the customer experience With an always-on engagement, Star Cruises is now able to serve their global audience better regardless of the time zones they’re in or the communication platform used – resulting in a richer, more streamlined experience for their customers.
With the deployment of the Avaya IP Office Platform, Star Cruises can now enjoy peace of mind with a more collaborative environment that provides feature-rich engagement for both its customers and employees.
“As the technology landscape continues on its rapid pace of innovation, businesses need to keep up with the advances in digital transformation in order to meet the demands of its customers. At Avaya, we believe in providing employees with the right tools and skill sets at work, enabling them to deliver excellent customer service, resulting in customer satisfaction. We are pleased to work with Star Cruises, a leading player in the industry, enabling them to bring the best in travel and hospitality to both their regional offices and customers,” said Richard Spence, Managing Director, ASEAN, Avaya.
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud, or a hybrid. Today’s digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.
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