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Avaya connects Atlantis resort

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.

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