Mitel Unified Communications Businesssistemasmexico.com.mx/wp-content/uploads/2016/04/Mitel-Hotelera... · Mitel Unified Communications Business ... Market penetration across the

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


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



Global Flags

Independent Mid Market Upscale Luxury

FIRMDALE HOTELSLONDON

Economy

Cruise


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

5


TigerTMS is the software core of the Hospitality EcoSystem

6

TIGERTMS INTEGRATION

PMS

PBX

VMS

HSIA

GUEST BYOD

MOBILE APPS

BMS

IPTV


Hospitality Application Server (HAS) TIGER TMS

7

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


Hospitality – Types of hotel

EconomySmall / Independent Mid Market Boutique Luxury / 5 Star

Leisure

Conference

Business

Cost & Operational Efficiency Guest service & Operational Efficiency


Constructor / Builder

Owner Operator Franchiser / Brand Manager

Franchisee

Recommend

Specify

Purchase

Operate

Hospitality - Stakeholders


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


Hospitality Challenges

13

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


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


| ©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 ….


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


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


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


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


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


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


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


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


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


Guest room mobility

Gigaset C470IP• Colour display

• Supports up to 6 handsets

• Handsfree operation

MiVoice 5312

Capella Hotel, Düsseldorf


Guest room mobility

MiVoice 5340 with DECT Cordless Handset

Indigo Hotel, London


Jacob Jenson T5

Front office mobility

MiVoice 5340 with DECT Cordless Handset

Zone 3Fire Pre Alert- 2.1

--------------------

Wireless Applications

• Fire alarm integration

• Back door access

• Wine cellar temperature

Boundary street, London


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


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



Redundant components are

standard


MiVoice IP telephones

MiVoice 5312 MiVoice 5324

MiVoice 5330 MiVoice 5340MiVoice 5320 MiVoice 5360

MiVoice 5304 MiVoice 5505


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


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)


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

Documents

Mitel Unified Communications Businesssistemasmexico.com.mx/wp-content/uploads/2016/04/Mitel-Hotelera... · Mitel Unified Communications Business ... Market penetration across the