Speech Technology Magazine

 

Hyatt Selects Unify for Global Reservations and Customer Support Centers

Unify's OpenScape contact center solution delivers needed analytics, flexibility, and reliability to the hotel chain.
Posted May 6, 2014
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Hyatt has selected Unify, formerly known as Siemens Enterprise Communications, and systems integrator Arrow S3 to deliver a world-class contact center solution. Arrow S3 partnered with Unify to deploy OpenScape Contact Center and to provide ongoing maintenance.

OpenScape Contact Center will be deployed to 750 agents in three locations in the United States. OpenScape Voice will also deliver voice capabilities.

OpenScape Contact Center offers a range of features that include an analytics package, delivered through a partnership with Softcom. OpenScape Contact Center also offers social media capabilities and the AgentDesktop-Web client that allows agents to work from anywhere, on any device, using all of the solution's collaboration tools, including email, voice, social media, and Web chat.

"Unify and Arrow S3 understand what makes today's contact center tick: Agents need a complete arsenal of easy-to-use communication tools at their fingertips, and managers need comprehensive analytics tools that deliver accessible and actionable metrics on every interaction," said Chris Hale, vice president of reservation services at Hyatt, in a statement. "We hope the OpenScape Contact Center will provide the tools and insight our associates need to provide superior service to every Hyatt guest, building loyalty amongst our guests and, ultimately, creating value for Hyatt."

"We are proud that Hyatt has selected Unify to help it better serve its guests through an improved, world-class contact center," said Steve Shanck, general manager of North America for Unify, in a statement. "We worked closely with Hyatt to understand its unique business needs and applied our rich technology background and our commitment to the new way to work to deliver a solution that will help improve the efficiency and productivity of its contact centers."

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