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Avaya Delivers Innovative Solutions to Pan Pacific Hotels and Resorts for Enhanced Customer Service

  • Avaya Unified Communications gives Pan Pacific greater mobility and efficiency to increase customer responsiveness and service excellence; Solutions incorporate unified messaging and IP enabled contact center applications

Pacific Hotels and Resorts Group has turned to communications technology from Avaya and has proven to be successful in staying ahead of the competition.

SINGAPORE – The smooth running of a world-class hotel and the delivery of outstanding customer service is most crucial to the Pan Pacific Hotels and Resorts Group. To achieve this goal, the premium hotelier has turned to communications technology and this has proven to be successful in staying ahead of the competition.


Today, with the help of Avaya's innovative Unified Communication technologies, its guests and business partners enjoy a more personalized and responsive customer service. From being able to call and always reach the party they need, to getting information and having their requests promptly answered, an intelligent, efficient communications system has helped Pan Pacific to realize true competitive advantage.


To meet the ever-increasing demand for efficient customer communications, the company replaced its legacy PABX system with a Unified Communication IP telephony solution from Avaya, a leading global provider of business communications applications, software and services.


Using the Avaya Communication Manager and Basic Call Management System (BCMS) software running on an Avaya S8300 Media Server, Pan Pacific has improved its call management process. Associates can now easily review call history and track performance for smoother call center operation and delivery of higher service levels. Pan Pacific also deploys this same technology in their Manila and Seattle properties to support the 'Service One' customer contact centres and streamline the guest communications experience.


In addition, with an innovative unified messaging solution, Avaya's Modular Messaging enables Pan Pacific to provide true mobility to its corporate management team and the office environment. It allows the company's customers to reach their contacts through voice messaging capabilities and bridge to GSM functions, wherever they may be in the world. Mark Fancourt said: "This is most important as it signals our enhanced service commitment to our customers. This increases our business value and availability to our customers and business partners as we are able to interact with them more effectively and with a greater level of immediacy."


Pan Pacific Seattle serves as a flagship hotel under the new model. With the concept of the "total stay experience," the 160-room Pan Pacific Seattle was opened in November 2006 and is a fully wired and wireless facility with all of the features of the corporate office and more.


All hotel associates carry PDAs with a full-function Avaya IP Softphone – including one-number contact, access to voicemail and conferencing features – allowing the entire workforce to communicate from wherever they are at no cost using the property network infrastructure. The Seattle hotel clearly demonstrates how Avaya mobility solutions have enabled Pan Pacific to move from the traditional Point-of-Sale model to Point-of-Service model.


Mr. Fancourt said, "Traditionally customers have needed to call or physically approach various departments to get the service they want.  Why shouldn't we serve customers where they are? With the Avaya solution in place, our guests can approach any member of staff for any service and we will deliver it. Or they can make use of our Push-for-Service option and simply press a number on their room phone to have their bags or laundry collected without having to wait to speak to anybody. This approach delivers a far greater level of efficiency and productivity when compared to the traditional model."


Mark Leigh, President, Avaya Asia Pacific commented: "The global hospitality industry is enjoying robust growth in both the business and leisure segments, particularly in Asia Pacific. As the needs of hotel guests become more sophisticated, hoteliers can no longer consider business strategies in isolation from the technology infrastructure required to deliver quality customer service.


"As a pioneer of Unified Communications, today we are delivering unified communications applications that support enterprises. Our solutions have enabled forward thinking organizations like Pan Pacific to be more customer-responsive and operationally efficient. But more than that, its true value is seen in the integration within the enterprise by embedding intelligent communications deep in the heart of business processes to redefine how the resources of the entire enterprise are used to create value-added customer service."


Mobility capabilities of the solution will soon be used in Pan Pacific Singapore with wireless phones on PDAs and the company also intends to explore new technology for implementation in its hotels, such as SIP services for hotel guests in the future. In addition, the Group has indicated that that the next hotel to see the new system may be in Singapore.


"When we were considering a suitable solution, we were not just looking for a technological solution, but a solid technology partner with an international presence. Avaya was very professional - the team understood what we required and proposed the solution to match our needs today and in the future. I believe we've made the right decision for the future," Fancourt concluded.


About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet protocol (IP) telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results.  For more information visit the Avaya website:


About Pan Pacific Hotels and Resorts
Headquartered in Singapore, Pan Pacific Hotels and Resorts is a leading hotel management company in the Pacific Rim region and is part of the UOL Group, one of Singapore’s largest hotel and property companies. Pan Pacific Hotels and Resorts has been recognized by Condé Nast Traveler magazine as one of the 25 hotel companies demonstrating social responsibility and has won highly esteemed accolades such as World Travel Awards, Best Business Hotel in Asia, Condé Nast Gold List and Readers Choice Awards. It has a portfolio of 11 hotels and resorts throughout Asia, the Pacific and North America and offices in San Francisco, Los Angeles, London, Singapore, Hong Kong and Tokyo. Pan Pacific Hotels and Resorts is a founding member of the Global Hotel Alliance.  For more information, visit


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