AT A GLANCE

In the fast-paced world of hospitality, high-performance communications are critical. So, when Vietnam’s luxury InterContinental Nha Trang hotel needed to replace an aging telephony system, it had particular requirements. The new solution had to be robust, secure, and futureproof. It also needed to integrate with existing hotel systems. Critically, it had to provide crystal-clear voice communications for guests and advanced call-handling features to improve staff collaboration and work.

GOALS

In addition to providing innovative new features and cutting-edge communication and collaboration capabilities, it was important that the hotel’s existing legacy telephony devices and information and communication technology (ICT) investments could be retained. The right solution had to provide connectivity for analog, time-division multiplexing (TDM), and IP interfaces and be fully interoperable with the hotel’s front-office and operational systems.

Along with improving workplace productivity and staff effectiveness, the hotel wanted a flexible solution supporting various endpoints and mobility choices. Most importantly, it needed to deliver uncompromising service availability and provide a foundation upon which the hotel could continue to grow and evolve its communications ecosystem.

RESULTS

Guided by a leading Vietnamese systems integrator, the hotel selected Unify’s proven and highly reliable OpenScape 4000 system.

Featuring duplex controls that enable complete redundancy for call control, connectivity, and administration, the solution delivers against all the resilience, recovery,

The system’s flexibility means that today, 96 IP phones, 330 analog phones in guest rooms, and trunks to the public network that includes SIP, Integrated Services Digital Network (ISDN), and analog gateways are all seamlessly supported and integrated into one unified environment. In the future, new communications technologies can be quickly provisioned into the new mixed environment infrastructure.

The OpenScape 4000 deployment also features powerful integrations with the hotel’s mission-critical front-of-house operational systems. This means reception staff can immediately pass on guest concerns and queries to the right people and deliver a truly personalized service.

This robust interoperability with its business systems means the hotel can leverage its next-generation communications platform to provide guests with new services, including check-in, check-out, voice mail, and wake-up call functionalities.

The InterContinental Nha Trang has further elevated how colleagues collaborate and work, improving the guest experience its teams can deliver.

The OpenScape 4000 deployment has enabled the hotel to leverage its communication investments and take advantage of a future-proofed and feature-rich communications platform – supporting improved virtual team collaboration and preparing for future communications technologies.

CUSTOMER FEEDBACK

“The move to an OpenScape 4000 has delivered against all our expectations. The user experience is good, and communications for both staff and guests have been taken to a new level. And when it came to implementation, our system integrator’s highly responsive service enabled us to achieve an extremely rapid roll-out of the solution.”

– Ms. Hanh, Marketing Manager, InterContinental Nha Trang