RESTON, Va, May 5, 2014 /PRNewswire/ -- Hyatt has selected Unify, formerly known as Siemens Enterprise Communications, and systems integrator Arrow S3, a division of Arrow Electronics Inc., to deliver a world-class contact center solution intended to enable Hyatt to improve responsiveness, streamline internal processes, and help its agents embrace a new way to work that is more flexible through improved analytics and multi-media capabilities. Arrow S3 partnered with Unify to deploy OpenScape Contact Center and to provide ongoing maintenance.
"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, Hyatt. "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."
"Unify and Arrow S3 offered a truly business-focused solution, aimed at solving Hyatt's specific challenges with a complete set of advanced contact center collaboration tools, analytics and multi-media options," said David Peterson, CEO of PowerHouse Consulting, who provided consulting services to Hyatt during their vendor selection. "Unify provides a truly complete solution with its social media capabilities, advanced analytics and highly resilient voice platform."
OpenScape Contact Center will be deployed to 750 agents in three locations in the United States. OpenScape Voice will also deliver mission-critical voice capabilities.OpenScape Contact Center offers a range of features that support Unify's mission to enable the new way to work, providing contact center agents, supervisors and managers with all of the elements required for a world-class contact center. The solution's analytics package, delivered through a partnership with Softcom, enables contact center managers to monitor agent and campaign stats in real-time, uncover opportunities, and streamline training to maximize agent productivity and profits. OpenScape Contact Center also offers social media capabilities to improve responsiveness 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.