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Win Big with Avaya

By Chrissie Cluney March 29, 2016

Where’s the world’s largest casino center? It’s located at Macau, on the mainland of China.

The casino uses and relies on Avaya, a provider of customer service solutions for multi-channel engagement, in order to increase productivity and enhance financial performance.

Macau is called the “Las Vegas of the East” and its operators are increasingly focusing on the wider tourism market, entertainment and non-gaming revenue streams, along with cost-cutting initiatives and increased efficiency to drive profitability.

“Resort hotels in Macau have unique business demands because of the nature of their business and the sheer scale of the projects. In Macau, we have undertaken some of the region’s largest installations in the hospitality industry in terms of number of hotel rooms and number of users to support,” said Timothy Mak, Managing Director, Avaya Hong Kong & Taiwan. “Because of this, these hotels require the highest levels of availability and security to ensure business continuity and guest experience.  They also demand a future-proof platform to support evolving business needs.  In the end, we help these hotels to be smarter in responding to customer needs and industry trends.”

Avaya solutions assist in delivering first-class guest services, enhancing team collaboration, and supporting mobility.

In term sof increasing profit margins, the company facilitates: Faster responses to guest needs, through the ability to easily contact mobile employees, and with Avaya, staff can be reached with a single number, enabling them to respond promptly to guest enquiries; speedy guest access to services and information via IP telephones in guest rooms to give guests easy access to information and hotel services, such as room service and speedy check-out; reduced costs through shared resources and centralized systems.

The resorts can share resources among different locations to save costs and enhance efficiency. A casino resort has the ability to centralize a contact center to serve a number of hotels, with agent resources allocated dynamically according to the volume of calls that the hotels receive, so that all customer enquiries are responded to promptly.

Given the nature of the gaming industry, security is critical. Avaya SDN Fx offers a simple platform without the complex protocols of traditional architectures. One casino resort has configured all applications with individual Avaya Virtual Service Network, so that they are all isolated from each other. 

Winner winner, chicken dinner. 




Edited by Ken Briodagh
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