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.
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 www.avaya.com.
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 www.palaceresorts.com.
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 www.telmex.com.
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Source: Avaya Newsroom