Leading Technology Innovation in Hospitality Enhancing the Guest Experience Consultant Webinar...

Leading Technology Innovation in HospitalityEnhancing the Guest Experience

Consultant Webinar September 17, 2009

© 2009 Avaya Inc. All rights reserved. 2

A Few Hospitality Customers


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

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

Hotel PMS System

Restaurant Reservation

Hotel POS System

Call AccountingSystem

Guest Profiling System

Intelligent Minibar System

In-Room BuildingManagement

System

Control Devices• Lighting• Temperature• Curtain• MultiMedia devices• DND/EMS devices• Check out notify

AvayaCommunications

System&

Contact Center&

Messaging

Application on the Room Telephone • Communications Services• Instant Services• Information Services• Web Services• Guest Comments• Help Menu• Welcome Screen• Promotions Page

HD LCD TV(Room &

Bathroom)

TV Setup Box

AM/FM Stereo Radio DVD

Player

XBox

Wireless/RFID system to track

guest preferences

RFID to track Staff’s position

Geofencing to track VIP limo’s

location

Dispatch Devices for staff

Emergency system msg broadcast

Wired/WirelessInternet Access

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


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 …

Avaya Hotel Platforms


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 TechnologyHybrid 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

8

IP Office 500 Communications ServerPartnering with Du-Voice for Hospitality Features and Voicemail


Communication Manager Built-in Hospitality features

Wake Up Services

Daily Wake Up

Automatic Wake Up (multi-lingual)

Dual Wake Up

VIP Wake Up

Guest Privacy / Call Coverage

Auto Selection of DID numbers

Custom Selection of DID

Do Not Disturb

True Bridged Calls in the room

Multiple redirect Call Coverage

Simple Dialing Options

Dial-by-name

Alphanumeric Dialing

Single digit dialing and mixed station numbering

Room Status

Housekeeping status

Attendant room status

Check-in/Check-out

Name Registration

Suite Check-in/check-out

PMS

Direct PMS Interface

PMS digit to insert/delete

Crisis Alert Stations

Automatic Crisis Alert Monitoring and Recording


Avaya S87x0 Media ServerAvaya S8300 Media Server

Avaya S8500 Media Server

LAN/WAN Connectivity

Media Servers

Media Gateways

Avaya Communication Manager

G650 Media Gateway

G700

G350

10

Avaya Communication Manager

OptionalS8300MediaServer

G250

Avaya Aura in Hospitality


MX

Application Platform

Avaya Aura™ Architecture

App

3rd PartyendpointsAvaya

CM Branch

o o o

AvayaCM Standalone

o o o

Application Platform

G860

3rd Party PBXs

SBC

App

ServiceProviders

SystemManager

App VMVP

CM

SessionManager

Avaya Aura Core

SIPTrunks

MediaServers

TDMTrunks

Access

Connection

Application

SIPPresence

SessionManager

SessionManager

Avaya one-X®

endpoints

HES

© 2009 Avaya Inc. All rights reserved.

Avaya Aura Roadmap

GMH Terminals and clients tightly integrated with infrastructure

Personalcomputer

Guest Media Hub

System Manager

Session Manager

ApplicationEnablement

PresenceCommunication

ManagerAvaya Aura™

Carrier Network

Voice 2.0 applications

Communication organizer and

analyzerVoice

controllerDynamic

agentAgentless

CC

Contact Center platform

Short voice and video messaging

Smartphone with docking

station

Room-based video

Skype Network

Collaboration Suite

MeetMeSkype carrier

Inter-enterprisevideo conferencing

Next generation CC


Traditional Model of Guest Communications

Guest @Road Guest @Property Guest @Room

CMSES/ASM

PMS

HospitalityEnablement

MM

Back of House @Hotel

One-X UC

MX

VPIC

UnifiedContent

CRM

CAS

POS

Internet

Staff @Hotel


SBC

Internet

Back of House/Corporate

WiFi Hotspot

ISDN/DSL/Cable

WiMax

New Resort

…wired,

wireless

S87XX/SES

3rd party infrastructure

Ent DBs

User

Policy

Sec

Centralized Management

Carrier Data Network

SBC

PSTNPLMN

Service Provider

HSS

AAA

Network DBs

SGW MGWPDF Softswitch/BGCF/ MGCF

CSCF

App.……SIP Application ServerSIP Application Server

OtherSAAS

Internet

AuraAura

App. App.……SIP Application ServerSIP Application Server

Enterprise Service Bus

Enterprise ApplicationsEnterprise Applications

ERP SCM

MobileNetwork

2G/2.5G/3G

Road Warrior

CM Feature Server

CloudServices

Future model of Guest Communication

Desktop Apps

ReportingAnalyticsTagging

MediaServers

Voice Portal

Legacy Resort


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

Co-op advertising and revenue generation potential

Apps store with ability to “push” applications and 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)

SIP based endpoint/ ”netbook”

Modern Flash and HTML platform

USB port

Ethernet port and built-in WI-FI

Total four DECT handsets per device for five phones total

Capacitive touch display

Linux O/S

Avaya Technology and Industry Hotel Ratings


Hotel Rating Example Criteria – AAASolutions 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


Hotel Rating Example Criteria – MobilSolutions 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


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 experiencethrough tight integration of hotel registration applicationswith communications solution

Speeding responsiveness to guests by empoweringstaff with information, mobility and speech access

IP color screen phones in every room with analog phones and fax machines


• 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

Renaissance Montgomery Hotel, Spa, and Convention Center


Thank you

Leading Technology Innovation in Hospitality Enhancing the Guest Experience Consultant Webinar...

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