Jebsen & Jessen Communications Enhances Guest Experience and Staff Mobility at Pan Pacific Singapore
SINGAPORE, Dec 13, 2012 (MARKETWIRE via COMTEX) --
Jebsen & Jessen Communications (JJC), a leading business
communication specialist, has implemented the first full IP telephony
solution from Avaya in the Singapore hospitality industry at Pan
Pacific Singapore, managed by Pan Pacific Hotels Group (PPHG). The
cutting edge hospitality solution has delivered significant cost
reductions, increased customer satisfaction, enhanced manageability,
and improved staff productivity.
When Pan Pacific Singapore underwent an extensive S$80 million
transformation from April to August 2012, Pan Pacific Hotels Group
took the opportunity to overhaul the IT infrastructure at the iconic
hotel as well. State-of-the-art technology deployed in creative ways
would give Pan Pacific Singapore an edge over many hotels.
Pan Pacific Hotels Group chose Jebsen & Jessen Communications (JJC)
to conceptualise and execute the implementation on the basis of an
existing working relationship, JJC's deep expertise with Avaya
platforms (as the only Avaya Platinum Partner in the ASEAN region)
and its commitment to quality service directed at addressing business
"JJC has been our technology partner since 2004, and is extremely
familiar with our company and the way we work," explained Mr. Tsi Lip
Siong, Vice President, Information Technology, Pan Pacific Hotels
Group. "We were confident that JJC consultants would deliver the most
relevant technology infrastructure that would complement all the
other aspects of Pan Pacific Singapore's transformation."
'Wow' Factor for Guests and Staff
JJC conceptualised an integrated IP-based hospitality enablement
suite in place of the existing analogue Nortel (now Avaya) telephony
system within the tight timelines that PPHG required, resulting in
immediate savings from running voice communications over the data
network instead of a separate PABX system.
Additionally, the new Avaya Aura IP communications platform has
brought about better investment protection, increased flexibility and
ease of use.
JJC also helped to add advanced voice mail and wakeup call
functionality to the Avaya IP phones in the hotel rooms, and
integrated the software-based JJC Packaged Applications Suite on the
IP phones so that they can display guests' names and share useful
information such as weather updates. Using IP phones, guests can make
requests through one-touch services, shortening the request cycle and
reducing the possibility of human error.
Mobility Adds Flexibility
In addition, JJC's Comdasys Fixed Mobile Convergence (FMC) solution
allows employees to be reached through corporate phone extension
numbers via their own smart phone or hotel-provided mobile
communications device. This solution has eliminated mobile
communications costs as well as the need for a fixed line phone and
dedicated desk for every back-of-house associate, and increased staff
satisfaction for staff who want to make use of personal devices for
work, a trend often termed BYOD (bring your own device).
"About 80% of back-end communications is within our four walls,"
explained Mr. Tsi. "With comprehensive wi-fi coverage and Comdasys,
our staff can talk to each other without incurring additional
communications costs or mobile subscription costs with a
Additional hardware costs have been reduced as call centre staff no
longer need dedicated hardware to perform guest check-ins or answer
enquiries. Avaya One-X Attendant software allows staff to work on
interchangeable touch screen PCs. Avaya technology also provides
detailed insights for decision making.
"JJC has a very good understanding of their customers' challenges and
how technology can be leveraged to further business goals. They have
in-depth knowledge for integrating a wide range of communications
technologies, and come up with excellent adaptations for evolving
conditions," concluded Mr. Tsi.
About Jebsen & Jessen Communications
We deliver business communication solutions for our multinational
customers. Specialising in the execution and implementation of IP
(Internet Protocol) infrastructure, we help our customers develop
unified communication and contact centre solutions over multiple
sites and across their global networks. We also diagnose, design and
deploy CRM contact centres, provide network infrastructure and
develop wireless and mobility solutions for different market
verticals. One of the eight Regional Business Units under the Jebsen
& Jessen Group of Companies South East Asia, we have a staff strength
of more than 370 and support more than 800 customers globally.
JJC received the Frost & Sullivan Southeast Asia Contact Centre
System Integrator of the Year award in both 2011 and 2012 in
recognition of its strong reputation as a trusted partner in the
contact centre space by leading vendors, across verticals.
About Pan Pacific Hotels Group
Pan Pacific Hotels Group is a listed hotel subsidiary of
Singapore-listed UOL Group Limited, one of Asia's most established
hotel and property companies with an outstanding portfolio of
investment and development properties. Based in Singapore, Pan
Pacific Hotels Group owns and/or manages over 30 hotels, resorts and
serviced suites with over 10,000 rooms (including those under
development) in Asia, Oceania and North America. The Group comprises
two acclaimed brands: "Pan Pacific" and PARKROYAL. "Pan Pacific" is a
leading brand in Asia and the Pacific Rim with hotels offering
premium accommodations and services. PARKROYAL is a collection of
comfortable leisure and business hotels and resorts located in the
heart of cities and interesting locales across Asia Pacific. For more
information, visit www.pphg.com
Notes for Editors:
The Jebsen & Jessen Communications hospitality solution for Pan
Pacific Singapore comprises three main areas, namely:
Call Centre/Reservation Office
The software-based Avaya One-X Attendant Console is used to receive
guest enquiries and reservations, together with Avaya WFO's Contact
Recording for voice-logging and the Avaya Call Management system to
monitor call centre performance.
The trend towards BYOD ("Bring Your Own Device") is supported as
back-of-house associates can be reached through hotel telephone
extensions from their own WiFi-enabled smart phones or from nearly
200 dedicated communications devices provided by the hotel via the
Comdasys mobility solution integrated with the Avaya Aura platform.
Third party IP applications were installed on nearly 1,700 of the
latest Avaya 9600 and 96x1 series IP phones that are deployed in
guest rooms, suites and in the back office to provide users with a
wide range of services including:
-- Weather information, exchange rates and guests' names;
-- Voicemail and wake-up calls;
-- A self-service system which creates automated requests for the hotel's
dispatch and delivery system, such as cleaning the room and collecting
luggage or laundry.
Acall accounting and tracking system was also implemented and links to
Pan Pacific Singapore's property management system via Avaya Aura.
Tel: (65) 6259 3193
Email: Email Contact
Jebsen & Jessen Communications
Tel: (65) 6305 3386
Email: Email Contact
SOURCE: Jebsen & Jessen Communications
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