Oliver Descoeudres, marketing director for NetStar Australia said the initial stage of the project has been completed, encompassing the deployment of 2,100 IP phones and messaging to Crown Towers and Crown administration staff.
“It also includes the deployment of a new, unified contact centre on a highly available, resilient and secure architecture, integrated with multiple Cisco technologies. The new contact centre will be able to process customer reservations and requests more efficiently by tracking each customer case and reporting on how long the request took to be actioned and closed.”
Descoeudres said the Cisco handsets installed in Crown’s hotel suites deliver guest service applications such as room service, housekeeping, local weather, local attractions and entertainment, via a touch screen handset, in the guest’s preferred language, and he added, “the technology will transform each guest room into its own service centre, offering customers interactive and up-to-the-minute information on the hotel and the local area.
In addition to the handset rollout, NetStar has implemented Cisco Unified Communications Contact Centre Express for the Crown Customer Contact Centre and Hotel Reservations Departments. Now, when agents receive a call, they can immediately see the guest’s name, their requested service and the guests’ preferred language, as well as a one-click staff directory on the same screen for fast transfer.”
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According to Descoeudres, this solution also provides functionality for reporting call statistics and shows real-time data on how customers are being served, and each time a customer contacts the centre a new case will be opened with the new system.
Descoeudres said the contract with Crown was “a significant win for NetStar and we are thrilled to be working closely with Crown on its exciting redevelopment. NetStar has once again demonstrated its ability to design, build and maintain a complex unified communications solution that delivers seamless integration with an existing system, while capitalising on cost effectiveness.”
All stages of the Crown project are expected to be completed by NetStar by 2011.