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New Hybrid At Sea World |
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Written by Adam Gosling
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Wednesday, 16 August 2006 |
The Sea World Nara Resort on Australia's Gold Coast has a new
resident - a hybrid IP Telephony/PSTN solution from Avaya.
Put together by Avaya solutions provider, NSC Enterprise
Solutions, the new IP telephony system combines both analogue and digital
handsets and is the second
hybrid solution announced by NSC in as many weeks.
Incorporating Avaya's leading Call Management Solution, an Avaya
S8500 media server and some G650 media gateways, the installation is designed
to increase operational functionality in the short term and provide a platform
for growth in the long term, said Sea World Nara Resort, General Manager, Ernst
Pfister.
The new business for NSC is part of an ongoing relationship NSC has with the iconic
resort (which is the only theme park resort in Australia).
Having worked with NSC for a number of years at the Gold
Coast International, the Sea World team felt very comfortable in engaging them
to design and implement the new system for Sea World, says a press
announcement.
However, the Resort evaluated providers for each of three
projects and selected vendors to deliver the required solutions.
NSC Enterprise Solutions was selected to implement the Avaya
IP telephony system.
"We had numerous PABX vendors talk to us about the virtues
of IP telephony, however, given the nature of our market, we felt the Avaya
solution offered by NSC best matched the needs of our guests and administration
users," said Sea World's Pfister.
"NSC clearly demonstrated its ability to understand all aspects of our overall
technology solution and was comfortable working with the other vendors to
ensure a smooth transition and the best result for the resort," he said.
"For example, we made the decision to stay with HP for our
data network requirements and NSC was able to provide recommendations on how
best to utilise our existing switches."
The story of this deal begins last year when the Resort's IT Manager set the
wheels in motion for a complete technology refresh. Included in this extensive
undertaking were the implementation of a new IP telephony system, the installation
of broadband Internet and enhanced data networking solutions. The PABX project
was the first of these three projects.
The solution brings together digital handsets on the desktop and analogue
handsets for the guest rooms.
"Using the advanced Avaya technology, the Resort is also
implementing a sophisticated call centre with comprehensive reporting
functionality, significantly enhancing the management of reservation inquiries.
"Previously, the hotel had no formal way of tracking,
measuring or understanding how many reservation calls it received or how many
function inquiries converted to sales. With the new call centre infrastructure
and reporting capabilities, the Resort is able to effectively report on all
incoming calls, minimise the loss of sales and ensure calls are directed to the
right person at any time of the day or night," said Pfister.
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