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To Better Serve its Guests, Makkah Hilton & Towers Deploys Mitel Contact Center

December 18, 2007

The Makkah Hilton & Towers, a five star rated hotel located in Makkah, Saudi Arabia, has reportedly selected Mitel’s 3300 IP Communications Platform (ICP) for its 45 seat contact center. In addition to giving all agents advanced contact center features and capabilities, the solution will also serve as a gateway to legacy equipment in the hotel that serves 1,400 end-users.

The solution’s advanced feature sets will no doubt help the hotel’s contact center agents deliver better and faster service to its high-end customers, most of whom use the hotel while on business travel. The massive hotel complex includes offers ballrooms accommodating up to 450 guests and an onsite shopping mall with 450 shops. It also sports a business center and two fully air-conditioned prayer halls each with a capacity for 10,000 people. All rooms in the hotel come with high-speed internet access -- and each has a view of holy Kaabah, Haram or the ancient city.

“Mitel's reputation in this particular market segment was a considerable factor in our decision to replace the existing German-made telephony system, particularly in light of the fact that Mitel's solution was able to provide backwards-compatibility and forward-scalability,” said Ibrahim Atwa, director of business development, Makkah Hilton & Towers, in a press release. “In essence, this will provide the optimal combination for our needs in terms of investment protection and advanced features and functionality that we expect.”

Al Ofoq CCTS, a Mitel Gold Solution Provider located in Jeddah in the western region of Kingdom, will handle the integration.

Mitel, a provider of IP Telephony and Unified Communications solutions for SMBs and enterprises, made news last week when it announced that it had landed a major six-year contract to supply IP communications solutions to 96 institutions of the Dutch government. The large-scale IP deployment is part of OverheidsTelecom 2006 (OT2006), a Dutch government program in which a number of telecom services are bundled into one agreement by ministries and other government authorities, and then subdivided into clusters. Mitel reportedly beat out Cisco and Alcatel in competitive bidding to win the deal, the financial terms of which were not disclosed. Specific applications coming under the contract include the Mitel 3300 IP Communications Platform (ICP), the company’s highly scalable, feature-rich communications system designed to support networks ranging from 10 to 65,000 users. The platform provides standard IP-PBX capability plus a range of embedded UC applications including standard unified messaging, auto attendant, ACD and wireless. The 3300 ICP also supports a powerful suite of applications including multimedia collaboration, customer relationship management, and unified messaging. Also included is the Mitel Enterprise Manager suite, which provides a single management interface to monitor and manage all of the activities of a single or a network of 3300 ICPs. This software performs day-to-day management tasks and helps to control costs by delivering simplified PC-based administration. Mitel claims the application supports the industry's largest range of desktop devices, including entry-level IP phones, Web-enabled IP devices, wireless handsets (WiFi or IP-DECT) and full-duplex IP audio conference units. The contract also includes the Mitel premierPARTNER Triple P application, which will be used for installing and maintaining the extensive deployment of IP technology.

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Patrick Barnard is Assignment Editor for ContactCenterSolutions and Associate Editor for Customer Interaction Solutions magazine. To see more of his articles, please visit Patrick Barnard’s columnist page.

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