Leading Technology Innovation in Hospitality
Enhancing the Guest Experience
Consultant Webinar September 17, 2009
A Few Hospitality Customers
© 2009 Avaya Inc. All rights reserved.
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Frost & Sullivan 2008 Reports: Avaya #1 Hospitality
 Avaya rated as #1 in Hospitality in APAC
Market share of 28%-sales of $37.7 Million for 2007
 “Avaya’s strategy of integrating different technologies is well
founded. The trend of evolving from a relatively isolated
voice system to a communications portal, integrated with
multimedia and room control functions for instance has
added much value to communication systems. This is only
possible if the system runs on a standard protocol, which is
exactly what IP solutions aim to achieve.” - Moaiyad
Hoosenally, Frost & Sullivan Industry Principal
© 2009 Avaya Inc. All rights reserved.
3
Avaya Hospitality Integrated Property
Ecosystem Solutions (H-IPES)
Hospitality Integrated Property Ecosystem
Solutions (H-IPES)
In Room Entertainment
System
• HD Video on Demand
• Music on Demand
• Pre-record TV program
• Retrieve Guest msgs
•Push info from IP
handset to IPTV
HD LCD TV
(Room &
Bathroom)
In-Room Building
Management
System
Intelligent
Minibar System
Control Devices
• Lighting
• Temperature
• Curtain
• MultiMedia
devices
• DND/EMS
devices
• Check out notify
TV Setup Box
AM/FM Stereo
Radio DVD
Player
Call Accounting
System
XBox
Restaurant
Reservation
Hotel POS
System
Hotel PMS
System
Wired/Wireless
Internet Access
Application on the Room
Telephone
• Communications Services
• Instant Services
• Information Services
• Web Services
• Guest Comments
• Help Menu
• Welcome Screen
• Promotions Page
Avaya CM
-Mobiles, call centre, 700+
features. Redundancy,
privacy
Contact Center
-SMS, Fax, Email, web chat
-Distributed
Messaging
-Unified, Me-rules (find-me,
notify-me, call-me)
-Audix/LX
RFID to track
Staff’s position
Avaya
Communications
System
&
Contact Center
&
Messaging
Guest Profiling
System
Wireless/RFID
system to track
guest preferences
Geofencing to
track VIP limo’s
location
Dispatch Devices
for staff
Emergency
system msg
broadcast
© 2009 Avaya Inc. All rights reserved.
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Hotel Applications and Systems - Partnering
 PMS
–
Agilysis LMS, Springer Miller, Micros Opera, Galaxy, etc…
 Facilities Management System
–
Maximo, Espresso, etc …
 Call Accounting
–
FCS, SDD Jazz, Metropolis, etc …
 Voicemail
–
FCS WinVoice, Innovations, Du Voice
 Data Warehouse Systems
–
Blue Martini, IGT Mariposa, Custom SQL Based, etc …
 Guest Tracking Applications
–
HotSOS, FCS, Custom, etc …
 TV Set Box
–
Cool Connect, NXTV, GuestTek, etc …
 Room Control
–
Inncom, Control 4, Crestron, AMX etc …
© 2009 Avaya Inc. All rights reserved.
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Avaya Hotel Platforms
IP Office 500 Communications Server
Partnering with Du-Voice for Hospitality Features and Voicemail
 Up to 384 users
 Just add as you grow
 Network up to 32 sites
 Proprietary OS; No moving parts
 Go pure IP or the right mix you desire
 Get IP value only where you need it
 Save energy where you don’t need IP
Hybrid Technology
 Complete set of menu-driven tools, including audit trails
 Administer moves, adds or changes – locally or remotely
 Real-time remote diagnostics made easy
 Get IP Office alarms via SNMP and E-mail
 3-Years of Hardware Support
 Today - Free Software Upgrades
 Integrated, customizable firewall & router
 Open; Easy to integrate with other applications
© 2009 Avaya Inc. All rights reserved.
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Communication Manager
Built-in Hospitality features
Guest Privacy / Call Coverage
Wake Up Services
 Auto Selection of DID numbers
 Daily Wake Up
 Custom Selection of DID
 Automatic Wake Up
(multi-lingual)
PMS
 Do Not Disturb
 Dual Wake Up
 Direct PMS Interface
 True Bridged Calls in the room
 VIP Wake Up
 PMS digit to
 Multiple redirect Call Coverage
insert/delete
 Crisis Alert Stations
Simple Dialing Options
 Dial-by-name
 Automatic Crisis Alert
Monitoring and
Recording
Room Status
 Housekeeping status
 Attendant room status
 Alphanumeric Dialing
 Check-in/Check-out
 Single digit dialing and
 Name Registration
mixed station numbering
 Suite Check-in/check-out
© 2009 Avaya Inc. All rights reserved.
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Avaya Communication Manager
Avaya Communication Manager
Media
Servers
Avaya S8500 Media Server
Avaya S8300 Media Server
Avaya S87x0 Media Server
Media
Gateways
LAN/WAN
Connectivity
G700
Optional
S8300
Media
Server
G650 Media Gateway
10
G350
G250
© 2009 Avaya Inc. All rights reserved.
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Avaya Aura in Hospitality
Avaya Aura™ Architecture
Application
System
Manager
VM MX
VP
CM
App
App
Application Platform
Session
Manager
Session
Manager
Connection
Application Platform
HES
Avaya Aura Core
Media
Servers
App
Session
Manager
Service
Providers
SIP
Presence
SIP
Trunks
TDM
Trunks
SBC
Avaya one-X®
endpoints
ooo
ooo
Access
3rd
Party PBXs
Avaya
CM Branch
3rd
Avaya
G860
Party
endpoints CM Standalone
© 2009 Avaya Inc. All rights reserved.
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Avaya Aura Roadmap
Next generation CC
Voice 2.0 applications
Skype Network
Contact Center
platform
Avaya Aura™
Dynamic
agent
Short voice
and video
messaging
Agentless
CC
Communication
Manager
Application
Enablement
Voice
controller
Presence
Communication
organizer and
analyzer
Skype
carrier
MeetMe
Collaboration Suite
System
Manager
Session Manager
Carrier Network
Inter-enterprise
video conferencing
Room-based video
Guest Media Hub
GMH
Personal
computer
Smartphone
with docking
station
Terminals and clients tightly integrated with infrastructure
© 2009 Avaya Inc. All rights reserved.
Traditional Model of Guest Communications
PMS
CRM
MM
MX
CAS
IC
VP
POS
Back of House @Hotel
Internet
Hospitality
Enablement
Staff @Hotel
Guest @Road
CM
Unified
Content
Guest @Property
One-X UC
SES/ASM
Guest @Room
© 2009 Avaya Inc. All rights reserved.
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Future model of Guest Communication
Cloud
Services
Back of House/Corporate
Enterprise Applications
Reporting
Analytics
Tagging
Centralized
Management
ERP
SCM
Enterprise Service Bus
App.
Ent
DBs
Desktop Apps
…
App.
CM Feature
Server
…
SIP Application Server
Other
SAAS
SIP Application Server
Network
DBs
CSCF
HSS
Aura
User
App.
Service
Provider
Policy
Sec
AAA
Voice
Portal
PDF
Media
Servers
SBC
SBC
Softswitch/
BGCF/
MGCF
SGW
MGW
Internet
Internet
ISDN/DSL/ WiFi
WiMax
Cable
Hotspot
Carrier Data
Network
Mobile
Network
PSTN
PLMN
2G/2.5G/3G
S87XX/SES
3rd party
infrastructure
Legacy Resort
wired,
wireless
…
New Resort
Road Warrior
© 2009 Avaya Inc. All rights reserved.
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What is the Avaya Guest Media Hub?
 iPhone look and feel
 Softphone on device with dual speakers
 Full motion streaming video for messaging, Video
Concierge, Property Tours
 In-room controls - temperature, lights, blinds, IPTV,
alarm clock
 F&B ordering and multiple languages
 Checkout/review/approve bill
 Always on – Facebook, You Tube, Twitter, Google
Mail
 Stock quotes, Weather, Airport Info, Radio
 Brand or property specific applications customized to
provide your unique guest experience
 SIP based endpoint/ ”netbook”
 Modern Flash and HTML platform
 Co-op advertising and revenue generation potential
 USB port
 Apps store with ability to “push” applications and
 Ethernet port and built-in WI-FI
report analytics on guest app usage, frequency, and
the capability to bill for use of games or services
during their staff
 IM from room to room, IM from staff to guest(s)
 Total four DECT handsets per device for five
phones total
 Capacitive touch display
 Linux O/S
© 2009 Avaya Inc. All rights reserved.
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Avaya Technology and Industry Hotel Ratings
Hotel Rating Example Criteria – AAA
Solutions to meet the star rating of a hotel
Guest Rooms
•Multiple or Cordless Telephone
•High Speed Internet Access
Guest Services - Reservations
•Reservations accepted 24 hours, either at property or through central reservation system
•Phone promptly answered within three rings
Guest Services – Wakeup Calls
•Service number is answered within 3 rings
Concierge
•Concierge service number is answered within 3 rings
Guest Rooms
•Expanded phone features such as pre-programmed dial keys
•Fax machine
Guest Services - Reservations
•Reservationist anticipates guest needs
•Promptly sends written confirmation
Guest Services – Wakeup Call
•Live, personal call received within 5 minutes of requested time
•Message includes time of call and pertinent information such as weather
© 2009 Avaya Inc. All rights reserved.
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Hotel Rating Example Criteria – Mobil
Solutions to meet the star rating of a hotel
Service Detail
•The time from arriving at the reception area until registration is complete does not exceed five minutes
•Room service is delivered within 30 minutes
•Room service order is delivered within five minutes of quoted time
•Wake-up call is personalized with guest’s name and time of day
•Wake-up call is delivered within two minutes of requested time
Service Detail
• Overall service is flawless from initial reservation call to departure service
•Twenty-four hour room service is available, including hot food
•Each guest room has three phones, including one in the bathroom
© 2009 Avaya Inc. All rights reserved.
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Setting the Standard for Luxury at Wynn Resorts
and Encore Las Vegas
Brief
The Wynn Las Vegas-Encore system is the single largest IP hotel deployment in the world,
with approximately 24,000 stations of which 8,000 are IP phones. Only Casino Resort in the
world that is both Mobil 5 star and AAA 5 Diamond rated. Also, the only property in Las
Vegas with the Michelin Five Red Pavillions award
Challenge
Need a communications solution to empower staff to drive customer loyalty
Intelligence Created
Automated personalization of guest room experience
through tight integration of hotel registration applications
with communications solution
Speeding responsiveness to guests by empowering
staff with information, mobility and speech access
IP color screen phones in every room with analog phones and fax machines
© 2009 Avaya Inc. All rights reserved.
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Renaissance Montgomery Hotel, Spa, and
Convention Center
• Montgomery Alabama
• 346 hotel rooms, European Spa,
• 103,000 sq. foot convention center
 Delight guests & empower staff to drive
guest loyalty
 Exceed Guest Expected Experience
 Converged Solution for Voice, Video, & Data
Wireless IP phones in rooms that guest can carry around the property.
• Responsiveness to guests by empowering staff with real time information,
mobility and speech access
• Touch Screen Color screen phones in guest rooms to check stocks or flights,
or make spa reservations.
• Integration of TV and Phone endpoints to leverage applications
•
© 2009 Avaya Inc. All rights reserved.
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Thank you
© 2009 Avaya Inc. All rights reserved.
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