NEC Corporation has linked its hotel operator support application, UNIVERGE UA5200, with the Newmarket International, Inc. (Newmarket) hotel service optimization system, HotSOS (Hotel Service Optimization System). This service is currently provided in North America and is scheduled to become available in additional markets including Asia Pacific in the end of September this year.
UNIVERGE UA5200, one of NEC's Unified Communication (UC) products, is specialized for optimizing hotel operator's operations. The system, which has been deployed in numerous four- and five-star hotels, is equipped with a function to automatically display on operators' computer screens the status of incoming calls, customers' profiles, staff assignments and work schedules, in addition to other information needed for efficient and smooth responses to guests' needs.
Similarly, HotSOS is a hotel service optimization system that is widely used across the globe. It sends service orders to the mobile devices of assigned hotel staff members, which can be monitored until completion or escalated if no action is taken.
Conventionally, these systems have been operated separately. With the collaboration of the two systems, however, HotSOS functions can now be invoked from UNIVERGE UA5200, enabling smoother flow of operations from receipt to handling of customers' orders, paving the way for further optimization of hotel operations and improvement of guest service quality.
The following are key advantages of the collaboration of UNIVERGE UA5200 and HotSOS:
1. Optimization of hotel operations
With this collaboration, the UNIVERGE UA5200 navigation screen is now equipped with buttons to invoke HotSOS functions so that operators can easily launch the HotSOS order registration screen with one click, without having to start both applications. Also, since guest names, room numbers, and extension numbers are automatically transferred from UNIVERGE UA5200 to HotSOS, operators do not have to input such information, preventing mistakes due to copying of handwritten notes and ensuring services are delivered properly.
2. Prompt response to inquiries on status of requests from guests
Close linkage with the HotSOS system enables easy confirmation of the status of a guest order. A list of unattended requests are automatically sent to the UNIVERGE UA5200 screen so that operators can promptly confirm the status of a request once an inquiry about the request is received from a guest. Also, since any operator on duty can view all orders, responses to requests can be smoothly turned over to operators working in different work shifts.
3. Higher-quality services offered through a follow-up call function
Once, for example, a hotel staff finishes attending to the request of a VIP guest, the operator can receive a notification regarding the completion of the job through the UNIVERGE UA5200 screen. By clicking on the completion notice, the operator can directly connect to the guest's room to make a follow-up call and inquire whether the customer is satisfied with the services provided, enabling hotels to offer higher-quality services to guests.
"The collaboration of UNIVERGE UA5200 and HotSOS has already been deployed and is now being operated by the first user in North America. Aiming to support business communications of enterprises around the world, NEC is rolling out its UNIVERGE brand globally. UNIVERGE UA5200 is a product that particularly focuses on optimizing communications in hotel operations and is used by many customers in the hotel industry. Going forward, NEC will continue to enhance its products that support the optimization of hotel operations," says Osamu Noda, General Manager of Enterprise Networks Division, NEC Corporation.
Based on its Mid-term Management Plan 2015, the NEC Group is working towards the safety, security, efficiency and equality of society. NEC aims to develop solutions for a wide range of social issues, as a company that creates value for society through the promotion of its "Solutions for Society," which provide advanced social infrastructure utilizing ICT.
About NEC Corporation
NEC Corporation (nec.com) is a leader in the integration of IT and network technologies that benefit businesses and people around the world. By providing a combination of products and solutions that cross utilize the company's experience and global resources, NEC's advanced technologies meet the complex and ever-changing needs of its customers. NEC brings more than 100 years of expertise in technological innovation to empower people, businesses and society.
About Newmarket International, Inc.
Since 1985, NewmarketR International, Inc. ("Newmarket") continues to deliver proven business solutions for empowering hospitality organizations to lower costs and increase revenue, while improving customer satisfaction and guest loyalty. With more than 40,000 installations and 150,000 users in over 154 countries worldwide, Newmarket technologies are a cornerstone in the global hospitality industry. Offering solutions for sales and marketing automation, customer relationship management, catering and events, guest loyalty, meeting intelligence, workflow management, and property maintenance, Newmarket enables hospitality professionals to work smarter and better manage all aspects of their transient, leisure, groups and meetings business. For more information on Newmarket, please visit newmarketinc.com.
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