Rotana ropes in Avaya to boost customer service
Abu Dhabi, October 9, 2012
Rotana, a leading hospitality management company in the Middle East and Africa region, will be piloting a new video-enabled contact center service from leading IT services provider Avaya for existing and potential guests.
The new service, which gives customer the option to “click to call” contact customer service through voice or video over wifi and 3G is being introduced via a mobile application for the first time in the region, will be on display at the Avaya stand during the Gitex 2012 expo which opens next week in Dubai.
The application will allow customers to connect with Rotana customer service centers through different modes of communication,enhancing customer choice and Rotana’s connectivity with its guests.
Rotana said with this it has become the first group of hotels in the Middle East to pilot video-enabled customer service as well as a next-generation communications infrastructure.
"A hotel’s communications strategy and the networking infrastructure behind it are among the most critical elements for success in our business, and Rotana has selected Avaya solutions because of the reliability, openness and operational efficiency they provide," remarked Omer Kaddouri, the executive VP & COO of Rotana.
By integrating social media into their new mobile application Rotana will enable customers to search for and book a room, and with the new “click to call” option, guests can speak with a live customer service agent via voice or video over wifi or 3G.
"Both in supplying new ways of communications with our customers and improving our internal collaboration, working with Avaya has delivered well beyond Rotana’s expectations," he added.
Rotana selected Avaya based on the company’s expertise in the hospitality sector, providing resiliency, reliability, and innovative communication offerings to hotels and resorts throughout the Middle East.
Nidal Abou-Ltaif, the VP of Emerging Markets, Avaya, said, "In a technology landscape that is continually changing and a competitive hospitality market across the region, every point of customer interaction should be strengthened and streamlined to meet changing client needs."
"Rotana is underscoring the importance of offering customers increased choice and flexibility in how hotel visitors and tourists communicate," he added.
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world.-TradeArabia News Service