Mitel Unified Communications Business

Transcription

1 Mitel Unified Communications Business Juan Antonio González Channel Account Manager June 2015

2 Mitel in hospitality LEADING PROVIDER OF HOSPITALITY COMMUNICATION SOLUTIONS FOR ALL SIZES AND SERVICE LEVELS ACCOUNT MANAGEMENT OF GLOBAL FLAGS SOLUTIONS DESIGN CENTER - ADHERANCE TO BRAND STANDARDS HOSPITALITY specialistpartner PROGRAM HOSPITALITY SPECIFIC LICENSING AND SOFTWARE SUPPORT TO REDUCE COST 2

3 Working with Mitel Global Hospitality Team Global Account Manager for each hospitality flag Local hospitality sales specialists Access to hospitality solution design centre Backed up by dedicated marketing resource Hospitality Solution Expert Programme Designated sales and sales support staff Proven relationships with hospitality specialist vendors Reference sites & customer experiences Technology Partners Relationships managed through MSA programme SIP Centre of Excellence Industry Events and Associations HITEC HTNG

4 Mitel in hospitality Independent Economy Mid Market Upscale Luxury FIRMDALE HOTELS LONDON Global Flags Cruise

5 Mitel Acquired TigerTMS - Why TigerTMS? Specialists in Hospitality space Providing Hospitality Middleware Interface Management, Call Accounting, Voic & Wakeup & the latest IP technologies for Smartphones & tablet devices Market penetration across the brands & flags with a global footprint Leading edge technology provider Ability to offer bespoke Development services for unique projects Vast support for 3 rd party product integration 5

6 TigerTMS is the software core of the Hospitality EcoSystem PMS IPTV PBX BMS TIGERTMS INTEGRATION VMS MOBILE APPS HSIA GUEST BYOD 6

7 Hospitality Application Server (HAS) TIGER TMS App 1 App 2 App 3 Hospitality Application Server (HAS) by TIGER TMS Avoid 3 native switch developments Focused Hospitality Development team Simple & Contained Development MiVB 5000 MiVB MiVO 400 Hospitality features for Telepo MITEL ACQUIRED TIGER TMS Hospitality Application Server 7

8 Mitel Hospitality How to sell

9 Hospitality Types of hotel Small / Economy Independent Mid Market Boutique Luxury / 5 Star Cost & Operational Efficiency Guest service & Operational Efficiency Leisure Business Conference

10 Hospitality - Stakeholders Constructor / Builder Owner Operator Franchiser / Brand Manager Franchisee Recommend Specify Purchase Operate

11 Hospitality - How to sell Asking the right questions will demonstrate you understand the sector! 1. Understand their business Who are their target guests? What are the characteristics of the hotel? What brands are they competing with? Are they working to strict brand guidelines? 2. Make sure you understand who you are selling to! Who is specifying / recommending / making the decision? Who is placing the order? 3. The hospitality industry! Establish credibility using Mitel s strength in US and UK They are not great technologists They dislike complexity (especially within hotels) They buy from people they like and trust Be very careful when claiming Preferred Supplier status

12 Mitel in hospitality The proposition

13 Hospitality Challenges Multi media guest interaction 1. Guest Experience Brand loyalty Staff turnover and training Differentiation 5. Class leading conference facilities 2. Improving Operational Efficiency Social responsibility 4. Brand standards and compliance 3. Investment Protection Reduce complexity 13 Cost control

14 Mitel in hospitality Guest rooms Mobile staff Call Control Guest Services Voic Auto attendant Recorded Announcements Audio / Web / Video Conferencing Reservations Feedback and social media Conference Rooms Administration Property Management system Security system Ticketing / Workflow Management System Building Management system

15 Managing guest experience Simple steps. First Impressions Managing Telephone Calls Use day/night service, call routing, auto attendant and recorded announcements to ensure incoming calls are always answered. A few IP display phones in guest facing areas can help to make a good impression. By adding cordless handsets on front desks, visitors can move away from busy reception areas to have a private conversation. Hotel logo s can be added to a color display phones at no extra cost Guest Privacy Call Block and Do Not Disturb can be used to ensure the guests privacy is managed at all times Wake Up Calls Play recorded announcements as part of a wake up call. The system will also mange personal wake up calls for VIP guests! Providing Guest Information An IP display telephone + Hospitality template can be used to provide a low power, always on, voice enabled kiosk in common areas and conference rooms. Provide information about hotel services and local attractions Identify special guests Guests can be tagged with one of 10 identifiers. When a staff member answers a call at the console or on a display telephone the identifier is displayed. Use for VIP s, Honeymoon, Conference, Special Package Guests etc Your feedback is important The web and social networking sites enable news to travel fast! Identify and deal with issues before they impact occupancy levels by providing a speed call key to the general manager s voic box 15

16 Managing guest experience Hotel branded guest management application accessed from smartphone, tablet or laptop Requests are intelligently routed to appropriate staff member List view tracks progress of submitted requests Requests can be escalated to a team leader Benefits Improve speed & efficiency Prevent negative feedback on social media Real-Time reporting Staff accountability

17 Improving operational efficiency Guests Guests expect hotel services to be consistent with brand standards. Unhappy guests may not make a formal complaint when dissatisfied Service Delivery Highly mobile housekeeping and catering staff can be hard to locate when on the move. This can make communication and guest service management very challenging Specialist Staff Front Desk Busy front office staff must be able interact with guests, consult with back office staff and answer calls within a busy hotel environment. This demands a degree of personal mobility 24/ 7 access to specialist resources on a single number regardless of location can be critical to the smooth running of a hotel, for example the IT support staff, sales staff & General Manager

18 Improving operational efficiency Simplify hotel operations and reduce training Simple web based administration Speed up system administration Role based templates simplify adding new employees Full range of administration telephones Displays guest name and VIP identifier (where available) Hot desking enables shift staff to share telephones Hands free operation MiVoice 5540 console Cost effective, compact console for hotels Access to Guest Services MiVoice Business 7.0 PC Console Dedicated telephony keyboard Full access to Guest Services Bulletin board & scratch pad replaces hand over notes Busy lamp field provide presence and availability information Staff turnover is running at 23% in the hospitality sector * People 1 st State of the nation 2011 Over reliance on temporary staff is costing the hospitality sector 33.4 million in training and recruitment People 1 st State of the nation 2011

19 Investment Protection Choose hotel technology to fit your requirements Protect your investment in existing technology Support for traditional telephony and fax Support for analogue, digital and SIP trunks Integration to all common property management systems MiVoice 5505 Hospitality Phone Be ready to deploy new devices and applications Embedded applications, many at no additional cost Support for Mitel IP and open standard SIP telephones Support for Next Generation IP Network Connectivity Deploy IP Wireless telephones to improve operational efficiency Voice Server platform of your choice Mitel 3300 ICP + MiVoice Business Industry Standard Server + MiVoice Business MiVoice Business for Vmware MiVoice Business Multi Instance Data Network Agnostic Fixed, wireless or mobile infrastructures MiVoice 5360 with Hospitality Template

20 Investment Protection Mitel Streamline enables hotels to modernise communications and improve internet services without the cost and disruption normally associated with upgrading cabling infrastructure New form of Ethernet LAN switch which enables integration with sites that have legacy wiring Delivers Ethernet and PoE over a single pair of telephony wire Reaches +300m more than four times the reach of traditional data switches 24- and 48-port configurations

21 Class leading conference facilities Simplified conference set up Establish temporary client communications simply and easily Deploy IP telephony without the need for specialist IT staff Staff and clients can be provided with wireless telephones MiVoice Conference Phone / Video Phone Cost effective, intuitive audio, video and web collaboration Manage local presentations & share with remote audiences Works independently or with MiCollab / WebEx Differentiated your meeting rooms Vidyo Conferencing Options from mobile client to Panorama video Connect to other video environments via VidyoWay

22 Class leading conference facilities Hotel branded event management application accessed from smartphone, tablet or laptop Requests are intelligently routed to appropriate staff for action and closure List view tracks progress of submitted requests Benefits Venue differentiation Simplify event planning Improve speed & efficiency Real-Time reporting Staff accountability

23 Mitel in hospitality Deployment examples

24 Hospitality - Typical solution (1) Front of House Billing Reservations Guest preferences Hospitality Integration Call Accounting PMS Interface Voice Mail Facilities management Guest Service Management Conference management Voice System Call Control Operations Conference Customer Interaction PMS PMS SMDR Brilliant MICROS Fidelio Opera Par Springer Miller OnQ (Hilton) FCS Metropolis Imagesoft Telecom Eye Tiger / TMS Trias Mitel

25 TYPICAL HOSPITALITY SOLUTION Front of House Billing Reservations Guest preferences Call Accounting Voice System Call Control Operations Conference Customer Interaction Voice Mail Brilliant MICROS Fidelio Opera Par Springer Miller OnQ (Hilton) Welcome Computer Systems PMS SMDR Mitel

26 Guest room mobility Capella Hotel, Düsseldorf Gigaset C470IP Colour display Supports up to 6 handsets Handsfree operation MiVoice 5312

27 Guest room mobility Indigo Hotel, London MiVoice 5340 with DECT Cordless Handset

28 Front office mobility Boundary street, London Zone 3 Fire Pre Alert Wireless Applications Fire alarm integration Back door access Wine cellar temperature MiVoice 5340 with DECT Cordless Handset Jacob Jenson T5

29 Guest Information The Grand & The Ring Hotel, Wien MiVoice 5340 with Application Builder

30 Mitel in hospitality MiVoice Business

31 MiVoice Business - Deployment options Proprietary Platform optimised for telephony Redundant component options Up to 5000 extensions per node Traditional & IP telephony Industry Standard Server Choose HP, IBM, Dell, Fujitsu, Oracle Stratus ftserver option Up to 5000 extensions per node Purchasing & support agreements Virtualisation Portfolio available for private cloud MiCollab + Voice as a virtual appliance Up to 5000 extensions per node Reduced infrastructure & support costs Public Cloud Predictable price and service level Benefit from new technology Includes software support and assurance Great for highly distributed deployments 31

32 MiVoice Business Hardware options 3300 AX 3300 Mxe 3300 MXe Distributed Centralized Standard Expanded Maximum number of Unlimited 5000 devices Maximum number of IP Unlimited 5000 Phones Maximum number of Unlimited 3000 SIP devices Maximum ACD agents Maximum number of consoles Maximum number of analoque phones Options / 1500 Unlimited 5000 Dual PSU Dual Fans Raid controller Dual HDD Dual PSU Raid controller Dual HDD Dual PSU Raid controller Dual HDD Dual PSU Redundant components are standard

33 MiVoice IP telephones MiVoice 5304 MiVoice 5505 MiVoice 5312 MiVoice 5324 MiVoice 5320 MiVoice 5330 MiVoice 5340 MiVoice 5360

34 Mitel 6860i Model Overview 6863i (Level 1) Low cost SIP phone, compact footprint Dual port 100BaseT with hardware switch, PoE 6865i (Level 2) Low cost GigE SIP phone Dual port GigE, PoE, DHSG/EHS headset, Paper/LCD Expansion Module support, Backlit Monochrome LCD 6867i (Level 3) Mid range color GigE SIP phone 3.5 Color QVGA 320x240 pixel, Dual port GigE, PoE, DHSG/EHS, 6 Softkeys, 4 soft context keys, LCD/Paper Expansion Module, Keyboard option New 6869i and Accessories High end color GigE SIP phone Larger Color display, 12 Softkeys, 5 soft context keys LCD Expansion Module, Keyboard option Mitel 6800i family Our best experience merged with the latest technology

35 Mitel wireless telephones IP DECT Handsets DECT is an ETSI standard designed for voice Better suited to challenging building topologies Longer battery life Ideal alongside a managed service wireless internet services Choice of standard or ruggedized handsets Support for text messaging applications MiVoice 5603 / 5604 (DECT) WiFi Handsets MiVoice 5624 / Ascom i62 (WiFi) Extends existing LAN to wireless IP devices Latest handsets use IEEE Power Saving Algorithms (6 hours talk time) Wireless survey must be completed with telephony in mind Choice of monochrome or color display handsets Support for text messaging applications

36 Wireless applications Bluesky Wireless Wireless and mobile applications Wired Analogue Endpoint Mitel 3300 PBX Ethernet Switches Wired IP Endpoint Wireless Controller Spectralink OAI Gateway BSW Application Gateway Blackberry Smartphone Endpoint Windows Smartphone Endpoint Digital I/O Modules Security system Wireless Access Point Lone Worker DeCT Base station Fridge Bank Fire Alarm Wine Cellar Door Bell Workflo w System Building management system Spectralink WiFi Endpoint DeCT Endpoint

37 THANK YOU Juan Antonio González Channel Account Manager June 2015 The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel and is intended solely for Mitel employees and members of Mitel s reseller channel. If you are not a Mitel employee or a Mitel authorized PARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company.