mitel unified communications...
TRANSCRIPT
MitelUnified Communications Business
Juan Antonio GonzálezChannel Account ManagerJune 2015
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Mitel in hospitality
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LEADING PROVIDER OF HOSPITALITY COMMUNICATIONSOLUTIONS 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
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
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
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Mitel in hospitality
Global Flags
Independent Mid Market Upscale Luxury
FIRMDALE HOTELSLONDON
Economy
Cruise
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Mitel Acquired TigerTMS - Why TigerTMS ?Specialists in Hospitality space
Providing Hospitality Middleware Interface Management, Call Accounting, Voicemail & 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 3rd party product integration
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TigerTMS is the software core of the Hospitality EcoSystem
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TIGERTMS INTEGRATION
PMS
PBX
VMS
HSIA
GUEST BYOD
MOBILE APPS
BMS
IPTV
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Hospitality Application Server (HAS) TIGER TMS
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App
1
App
2
MiVB5000MiVB 5000 MiVB MiVO
400MiVO 400
Avoid 3 native switch developments • Focused Hospitality Development team
• Simple & Contained Development• Hospitality features for Telepo
App
3Hospitality Application Server
(HAS) by TIGER TMS
MITEL ACQUIRED TIGER TMS Hospitality Application Server
Mitel Hospitality
How to sell
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Hospitality – Types of hotel
EconomySmall / Independent Mid Market Boutique Luxury / 5 Star
Leisure
Conference
Business
Cost & Operational Efficiency Guest service & Operational Efficiency
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Constructor / Builder
Owner Operator Franchiser / Brand Manager
Franchisee
Recommend
Specify
Purchase
Operate
Hospitality - Stakeholders
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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
Mitel in hospitalityThe proposition
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Hospitality Challenges
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4. Brand standards and
compliance3. Investment
Protection
1. Guest Experience
5. Class leading
conference facilities
2. Improving Operational Efficiency
Brand loyalty
Multi media guest interaction
Social responsibility
Reduce complexity
Staff turnover and training
Differentiation
Cost control
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Building Management
system
Ticketing / Workflow
Management System
Security system
PropertyManagement
system
Call Control
Guest Services
Voicemail
Auto attendant
Recorded Announcements
Audio / Web / Video Conferencing
Reservations
Feedback and social media
Mobile staff
Guest rooms
Conference Rooms
Administration
Mitel in hospitality
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.15
Managing guest experience
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
First Impressions
Use day/night service, call routing, auto attendant and recorded announcements to ensure incoming calls are always answered.
Managing Telephone Calls
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
Identify special guests
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’ voicemail box
Your feedback is important
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
Providing Guest Information
Call Block and Do Not Disturb can be used to ensure the guests privacy is managed at all times
Guest Privacy
Play recorded announcements as part of a wake up call. The system will also mange personal wake up calls for ‘VIP’ guests!’
Wake Up Calls
Simple steps ….
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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
Managing guest experience
https://www.youtube.com/watch?feature=player_embedded&v=ihzxrV2giNM
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Improving operational efficiency
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
Specialist Staff
Guests expect hotel services to be consistent with brand standards. Unhappy guests may not make a formal complaint when dissatisfied
GuestsHighly mobile housekeeping and catering staff can be hard to locate when on the move. This can make communication and guest service management very challenging
Service Delivery
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’
Front Desk
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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
“Over reliance on temporary staff is costing the hospitality sector £33.4 million in training and recruitmentPeople 1st – State of the nation 2011
“Staff turnover is running at 23% in the hospitality sector”
* People 1st – State of the nation 2011
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Investment Protection
MiVoice 5360 with Hospitality Template
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
• 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 5505 Hospitality Phone
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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
Investment Protection
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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
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
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
Class leading conference facilities
Mitel in hospitalityDeployment examples
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Hospitality - Typical solution (1)
Voice System• Call Control• Operations• Conference• Customer Interaction
• Mitel
Front of House• Billing• Reservations• Guest preferences
• Brilliant• MICROS Fidelio Opera
• Par Springer Miller
• OnQ (Hilton)
PMS
Hospitality Integration• Call Accounting• PMS Interface• Voice Mail• Facilities management• Guest Service Management• Conference management
• FCS• Metropolis• Imagesoft• Telecom Eye• Tiger / TMS• Trias
SMDR
PMS
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Voice System• Call Control• Operations• Conference• Customer Interaction• Voice Mail
Front of House• Billing• Reservations• Guest preferences • Call Accounting
PMS
SMDR• Brilliant• MICROS Fidelio Opera • Par Springer Miller• OnQ (Hilton)• Welcome Computer Systems
• Mitel
TYPICAL HOSPITALITY SOLUTION
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Guest room mobility
Gigaset C470IP• Colour display
• Supports up to 6 handsets
• Handsfree operation
MiVoice 5312
Capella Hotel, Düsseldorf
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Guest room mobility
MiVoice 5340 with DECT Cordless Handset
Indigo Hotel, London
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Jacob Jenson T5
Front office mobility
MiVoice 5340 with DECT Cordless Handset
Zone 3Fire Pre Alert- 2.1
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Wireless Applications
• Fire alarm integration
• Back door access
• Wine cellar temperature
Boundary street, London
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Guest Information
MiVoice 5340 with Application Builder
The Grand & The Ring Hotel, Wien
Mitel in hospitalityMiVoice Business
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.31
Proprietary Platform • optimised for telephony• Redundant component options• Up to 5000 extensions per node
Industry Standard Server• Choose HP, IBM, Dell, Fujitsu, Oracle• Stratus ftServer option• Up to 5000 extensions per node
Virtualisation• Portfolio available for private cloud • MiCollab + Voice as a virtual appliance • Up to 5000 extensions per node
Public Cloud• Predictable price and service level• Benefit from new technology• Includes software support and assurance
Traditional & IP telephony
Purchasing & support
agreements
Reduced infrastructure & support costs
Great for highly distributed
deployments
MiVoice Business - Deployment options
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
MiVoice Business – Hardware options
3300 AX 3300 Mxe
Standard
3300 MXe
Expanded
Distributed Centralized
Maximum number of devices
576 350 1500 ‘Unlimited’ 5000
Maximum number of IP Phones
288 300 1400 ‘Unlimited’ 5000
Maximum number of SIP devices
288 300 1000 ‘Unlimited’ 3000
Maximum ACD agents 50 100 350 350 350
Maximum number of consoles
8 16 24 24 24
Maximum number of analoque phones
288 396 396 / 1500 ‘Unlimited’ 5000
Options Dual PSU
Dual Fans
Raid controllerDual HDDDual PSU
Raid controllerDual HDDDual PSU
Raid controllerDual HDDDual PSU
Redundant components are
standard
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MiVoice IP telephones
MiVoice 5312 MiVoice 5324
MiVoice 5330 MiVoice 5340MiVoice 5320 MiVoice 5360
MiVoice 5304 MiVoice 5505
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
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
Mitel 6800i family – Our best experience merged with the latest technology
New 6869i and Accessories
• High end color GigE SIP phone• Larger Color display, 12
Softkeys, 5 soft context keys• LCD Expansion Module,
Keyboard option
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Mitel wireless telephones
MiVoice 5603 / 5604 (DECT)
• 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
• WiFi Handsets• 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
MiVoice 5624 / Ascom i62 (WiFi)
| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Wireless applications
Building management
system
Wired Analogue Endpoint
Wired IP Endpoint
Wine Cellar
Fridge Bank
Fire Alarm
Ethernet SwitchesMitel 3300 PBX
Spectralink OAI Gateway
BSW ApplicationGateway
WirelessController
Spectralink WiFi
Endpoint
WirelessAccess Point
Door Bell
Lone WorkerBlackberry Smartphone
Endpoint
Windows Smartphone
Endpoint
Workflow
System
DeCT Endpoint
DeCT Base
station
Digital I/O
Modules
Security system
Bluesky Wireless – Wireless and mobile applications
THANK YOU
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.
Juan Antonio GonzálezChannel Account Manager
June 2015