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Palace Resorts Provides Unforgettable Vacation Experiences and the Best Customer Service With Avaya Private Cloud Solution

Santa Clara, Calif. – September 26, 2018 – Avaya Holdings Corp. (NYSE: AVYA) today announced that Palace Resorts, the company setting the standard in five-star, all-inclusive resort accommodations, has implemented Avaya Contact Center technology solutions. Avaya partnered with Telmex telephony to create unparalleled customer service through a seamless guest and employee connection to experience the luxury and comfort "All Inclusive" of the "Palace Experience".

With more than 30 years of hospitality, Palace Resorts has 11 resort hotels located in cities across Mexico and in Ocho Rios, Jamaica, offering 5,500 exclusive rooms and welcoming more than two million guests a year, served by eleven thousand employees.

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 soliton was the best option. Avaya's cloud-based Contact Center solution together with Telmex telephony, its technology partners for more than 20 years was selected based on experience, capabilities and reliablity.

"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, together with technology partner Telmex, we offered to the company a tailor-made solution based on our expertise in the hospitality industry and our optimized services and solutions."

"The experience with Avaya and Telmex has been excellent for more than 20 years, being three of the leaders in our respective industries. These technology partners have always been aware of the communications needs of the Palace Resorts group, they have accompanied us along the way and have helped us keep our teams in force so that they can continue to grow and operate without interruption for many more years," concluded Fernando Benítez.

About Avaya
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit 

About Palace Resorts
With ten oceanfront resorts overlooking sparkling turquoise waters, Palace Resorts sets the highest standards for five-star all-inclusive vacations in Mexico and Jamaica. Offering luxurious and spacious accommodations accentuated by signature in-room double whirlpool tubs, nightly entertainment, the Caribbean & Mexico’s most extravagant spas, a premier Jack Nicklaus signature golf course, Palace Resorts sets the stage for a truly exceptional experience for travelers. The unparalleled level of service and comfort found at each property makes Palace Resorts a leading provider of world-class resort vacations. For more information, visit

TELMEX and its subsidiaries provide telecommunications services in Mexico. The Company’s service coverage comprises the operation of the nation’s most complete local and long distance networks. Additionally, TELMEX offers services like connectivity, Internet access, co-location, web hosting and interconnection services to other telecommunications operators. More information about TELMEX can be accessed on the Internet at


Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, the delivery of a cloud platform, the availability of features such as agent quality software applications and Intelligent Wire services, and the Company’s move to Big Data, Machine Learning and AI. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom



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