By Mark Sutton
Atlantis, The Palm resort rolls out Avaya network to provide superior customer service
Avaya has equipped Dubai’s latest resort attraction, the Atlantis, with a complete communications solution for guests and staff alike.
The Avaya network at the resort in Palm Jumeirah connects over 4,000 extensions across 1,539 hotel rooms and the resort’s conference centre, and will be extended to include other parts of the development as they come online.
Avaya has provided a range of solutions to connect staff to ensure they are able to respond to guests. Avaya’s Contact Centre Express automatically routes calls from guests to the appropriate staff for whatever service they require, and also allows the guest to contact staff via text, email or voice. The hotel staff will automatically be presented with guest information on Avaya IP phones when answering calls from guests, to enhance the customer service.
Staff have also been issued with Nokia E61 mobile handsets, which, together with the Avaya one-X Mobile Dual Mode service will send calls to both desktop extension and the mobile, so that staff can be reached anywhere in the resort. The solution will also allow mobile users to automatically switch between the resort’s Wi-Fi network and local GSM networks for the most economical connection.
Avaya’s Communications Manager IP telephony software has also been provided, to manage voice, data and video calls.
Joe Tesfai, senior vice president Information Technology for Atlantis, The Palm commented: “Atlantis, The Palm is the region’s first truly integrated entertainment destination resort and a development of this scale has unique communication requirements. In particular, our focus is on providing a superior guest experience and maximizing employee productivity. It is key to have a solution that allows our team on the move to have access to all the communications features they would have at their desk.”
“Avaya’s specialized applications including the multichannel contact center will handle all hotel facilities and property management transactions. This is not an easy task considering the size and scope of the hotel and resort,” said Nidal Abou-Ltaif, area VP of Avaya for Emerging Markets.
Avaya's doing great in the UAE. But are they operating only in the UAE? They've lost a couple of clients in Riyadh to Cisco. Shame their focus is only on the UAE...
Been trying to get hold of Avaya Partners here in Riyadh to discuss a few of our requirements but sad to say it's kind of difficult. Guess Mr. Mohammed is true, they, Avaya, have lost a great market share to Cisco.. =( Does anyone know any reliable Company here in Riyadh who deals with Avaya and can help us with our requirements for Unified Communications?
Although Avaya has provided a state of art telephony solution . Cisco in partnership with Dimension Data ( the world's leading IT infrastructure company) has provided the Network switching & Wireless infrastructure. Atlantis is a best example of an integrated multivendor technology.
It really depends on the Avaya partners in each country. I thik avaya name is shining much more then any other time with all the respect to others.
Dear, My name is Hussam and I am the channel manager for Avaya in Saudi Arabia. I would like to assure you of our focus and dedication to the Saudi market, thus today we are more than 20 resources based in Saudi Arabia with direct offices one in Riyadh and another in Jeddah. It is unfortunate that you couldnâ€™t get anyone of our partners however if you visit our site www.avaya.ae and then click find MENA business partners you will have the list of our partners. I donâ€™t know if you also tried to contact our local office on +966 1 2180066 they could have assisted as well. Please feel free to contact me anytime, I look forward to speak with you directly for any queries you might have. email@example.com