SOURCE: Jebsen & Jessen Communications
SINGAPORE--(Marketwire - Dec 13, 2012) - Jebsen & Jessen Communications (JJC), a leading business communication specialist, has implemented the first full IP telephony solution from Avaya in the Singapore hospitality industry at Pan Pacific Singapore, managed by Pan Pacific Hotels Group (PPHG). The cutting edge hospitality solution has delivered significant cost reductions, increased customer satisfaction, enhanced manageability, and improved staff productivity.
When Pan Pacific Singapore underwent an extensive S$80 million transformation from April to August 2012, Pan Pacific Hotels Group took the opportunity to overhaul the IT infrastructure at the iconic hotel as well. State-of-the-art technology deployed in creative ways would give Pan Pacific Singapore an edge over many hotels.
Pan Pacific Hotels Group chose Jebsen & Jessen Communications (JJC) to conceptualise and execute the implementation on the basis of an existing working relationship, JJC's deep expertise with Avaya platforms (as the only Avaya Platinum Partner in the ASEAN region) and its commitment to quality service directed at addressing business goals.
"JJC has been our technology partner since 2004, and is extremely familiar with our company and the way we work," explained Mr. Tsi Lip Siong, Vice President, Information Technology, Pan Pacific Hotels Group. "We were confident that JJC consultants would deliver the most relevant technology infrastructure that would complement all the other aspects of Pan Pacific Singapore's transformation."
'Wow' Factor for Guests and Staff
JJC conceptualised an integrated IP-based hospitality enablement suite in place of the existing analogue Nortel (now Avaya) telephony system within the tight timelines that PPHG required, resulting in immediate savings from running voice communications over the data network instead of a separate PABX system.
Additionally, the new Avaya Aura IP communications platform has brought about better investment protection, increased flexibility and ease of use.
JJC also helped to add advanced voice mail and wakeup call functionality to the Avaya IP phones in the hotel rooms, and integrated the software-based JJC Packaged Applications Suite on the IP phones so that they can display guests' names and share useful information such as weather updates. Using IP phones, guests can make requests through one-touch services, shortening the request cycle and reducing the possibility of human error.
Mobility Adds Flexibility
In addition, JJC's Comdasys Fixed Mobile Convergence (FMC) solution allows employees to be reached through corporate phone extension numbers via their own smart phone or hotel-provided mobile communications device. This solution has eliminated mobile communications costs as well as the need for a fixed line phone and dedicated desk for every back-of-house associate, and increased staff satisfaction for staff who want to make use of personal devices for work, a trend often termed BYOD (bring your own device).
"About 80% of back-end communications is within our four walls," explained Mr. Tsi. "With comprehensive wi-fi coverage and Comdasys, our staff can talk to each other without incurring additional communications costs or mobile subscription costs with a telecommunications provider."
Additional hardware costs have been reduced as call centre staff no longer need dedicated hardware to perform guest check-ins or answer enquiries. Avaya One-X Attendant software allows staff to work on interchangeable touch screen PCs. Avaya technology also provides detailed insights for decision making.
"JJC has a very good understanding of their customers' challenges and how technology can be leveraged to further business goals. They have in-depth knowledge for integrating a wide range of communications technologies, and come up with excellent adaptations for evolving conditions," concluded Mr. Tsi.
About Jebsen & Jessen Communications
We deliver business communication solutions for our multinational customers. Specialising in the execution and implementation of IP (Internet Protocol) infrastructure, we help our customers develop unified communication and contact centre solutions over multiple sites and across their global networks. We also diagnose, design and deploy CRM contact centres, provide network infrastructure and develop wireless and mobility solutions for different market verticals. One of the eight Regional Business Units under the Jebsen & Jessen Group of Companies South East Asia, we have a staff strength of more than 370 and support more than 800 customers globally.
JJC received the Frost & Sullivan Southeast Asia Contact Centre System Integrator of the Year award in both 2011 and 2012 in recognition of its strong reputation as a trusted partner in the contact centre space by leading vendors, across verticals.
About Pan Pacific Hotels Group
Pan Pacific Hotels Group is a listed hotel subsidiary of Singapore-listed UOL Group Limited, one of Asia's most established hotel and property companies with an outstanding portfolio of investment and development properties. Based in Singapore, Pan Pacific Hotels Group owns and/or manages over 30 hotels, resorts and serviced suites with over 10,000 rooms (including those under development) in Asia, Oceania and North America. The Group comprises two acclaimed brands: "Pan Pacific" and PARKROYAL. "Pan Pacific" is a leading brand in Asia and the Pacific Rim with hotels offering premium accommodations and services. PARKROYAL is a collection of comfortable leisure and business hotels and resorts located in the heart of cities and interesting locales across Asia Pacific. For more information, visit www.pphg.com
Notes for Editors:
The Jebsen & Jessen Communications hospitality solution for Pan Pacific Singapore comprises three main areas, namely:
Call Centre/Reservation Office
The software-based Avaya One-X Attendant Console is used to receive guest enquiries and reservations, together with Avaya WFO's Contact Recording for voice-logging and the Avaya Call Management system to monitor call centre performance.
The trend towards BYOD ("Bring Your Own Device") is supported as back-of-house associates can be reached through hotel telephone extensions from their own WiFi-enabled smart phones or from nearly 200 dedicated communications devices provided by the hotel via the Comdasys mobility solution integrated with the Avaya Aura platform.
Third party IP applications were installed on nearly 1,700 of the latest Avaya 9600 and 96x1 series IP phones that are deployed in guest rooms, suites and in the back office to provide users with a wide range of services including:
- Weather information, exchange rates and guests' names;
- Voicemail and wake-up calls;
- A self-service system which creates automated requests for the hotel's dispatch and delivery system, such as cleaning the room and collecting luggage or laundry.
A call accounting and tracking system was also implemented and links to Pan Pacific Singapore's property management system via Avaya Aura.