The Rotana hotel group in the Middle East will be piloting a new Avaya video-enabled contact centre service for guests via a mobile application, which will be demonstrated on the Avaya stand at Gitex 2012. The application will allow guests to connect with Rotana customer service centres through different modes of communication, delivering a more personal level of interaction. By integrating social media into the new app, Rotana will enable customers to search for and book a room, and with the new 'click to call' option, guests can speak with a live customer service agent via voice or video over Wi-Fi or 3G. Using Avaya's products, Rotana began by upgrading its telephony infrastructure across the GCC, Levant and North Africa, before enhancing its portfolio to include a full range of services such as voice, Wi-Fi and data. Because of Avaya's flexible and scalable products, Rotana can plan for future growth while enhancing customer service for its existing properties.
Source: http://www.telecompaper.com/news/rotana-hotels-picks-avaya-video-customer-service-app
