New call centre for London Heathrow hotel

Sofitel Hotel, London Heathrow

The installation of an Internet Protocol (IP) wireless telephony network has been completed for the new Sofitel London Heathrow at Terminal Five.This is the first time that Arora International Hotels, owners of the Sofitel London Heathrow, has installed this type of technology in any of its hotels.

The project also allowed for a 14-agent call centre to be developed.

The hotel, which opened in July 2008, required a new network to improve staff and guest communication, enhance security and reduce unnecessary administrative burdens. Through a partnership with Mitel, Bailey Teswaine provided, configured and installed an IP-based communication network, and a wireless IP Spectralink solution. The network was built on the Mitel 3300IP Communications Solution (ICP), which provides embedded user applications for simplifying and enhancing collaboration, messaging, mobility and tele-working.

By installing the Mitel IP solution, Sofitel London Heathrow is now able to manage its telephony system centrally. This ensures that it can maximise its revenues by offering multiple call options and tariffs for guests. The IP is also integrated with existing wireless technology, to improve response times for guests’ needs and employee communications. By installing an IP network, the hotel now has the option of adding additional business applications to improve business processes and customer service.

”Working with Bailey Teswaine has been a smooth process throughout,” said Sunny Roda, IT and purchasing director for Arora International Hotels. “They were able to provide us with a technical evaluation before the project began, which helped us understand the technology required. We were extremely impressed by their expertise in the hospitality industry and experience in successfully delivering large scale projects on time and to budget.”

It is expected that the Mitel contact centre will be extended and will see results in increased productivity levels.

“With more opportunities to monitor and evaluate the productivity of the contact centre, Sofitel London Heathrow will be able to consider the effectiveness of their customer service and where any improvements can be made in the future,” said Dean Taylor, Sales Manager, Business Markets, Bailey Teswaine. “We are seeing more and more customers wanting to evaluate their productivity through new technology being installed. The system we specifically installed for Sofitel London Heathrow also offers the opportunity to be built on and have elements added to, which will only help them as they look to update their network.”

Picture above by Fabrice Rambert.

11 Feb 2009

Filed under Call Centre News