IPECS in hospitality The hospitality landscape is evolving quickly as travelers become increasingly demanding and every interaction becomes an opportunity to build customer loyalty. The challenge for hospitality is clear and ipecs communications from Ericsson-LG can help you meet these challenges head on. Guest Satisfaction Returning guests can be one of the single biggest contributors to profitability and are an essential part of the mix in any hotel occupancy plan. With ipecs, you can provide the best in-house communications possible with personalized greetings, multi-language voice mail and one-touch access to hotel services. Customers Searching for Value Online Searching for the best deal and researching fellow travelers opinions is a standard part of the booking process for many guests. Manage all your online conversations, on your website, your Facebook page and your Twitter feed with the ipecs Contact Center Solution application. Brand Management & Customer Relationship Building Great communication is the lifeblood of any hotel and helps your team deliver great service. ipecs can prioritize incoming calls based on preferred customer status or calls from the concierge floor. Ensure your team is providing the best possible service by monitoring queues as well as calls. Mobility In most hotels, over 80% of the team is mobile and require more than just a desk-based phone. Achieve anytime, anywhere connectivity with ipecs Wi- Fi or DECT handsets or team member s personal smartphone working as part of the system. Ensure your team has information at their fingertips to keep them as informed as the constantly-connected travelers who often are well informed of programs and special offers from your hotel.
Communications for the whole team General Manager ipecs helps me run my hotel, provide the service my guests need and really control my costs. Every member of the team gets the communications tools they need to do a great job. Receptionist I can easily see what everyone is doing, locate staff on the move and transfer calls with a single button or mouse click. It s never been easier. Housekeeper I can always be in contact with the main reception and by entering simple codes on each guest phone as I clean the room, I can update the room status in seconds. Night Porter Wherever I am in the hotel, I can be contacted on my smartphone through the main hotel ipecs phone system and quickly respond to a guest issue or emergency. Guest Accessing services like Wi-Fi and being able to use hotel services straight from my smartphone means I have everything I need as soon as I arrive. Revenue Manager Capturing direct bookings is essential and ipecs helps us secure this business and increase our profitability. IT Manager With a simple and intuitive web interface, I can make basic changes myself and complete handset moves and changes quickly and simply. Events Team Manager We can support customers better if they ever have to speak to my team. There s an announcement telling them where they are in the queue and the call is delivered as quickly as possible to the right person. Office Support Tools like call reporting and access to missed call reports make my job easier and service delivery better every day. Being able to back up the reception team from my own desk means I can remain productive even when supporting colleagues.
With today s pressures and challenges, there is no single answer to winning in the current competitive hospitality landscape. ipecs fuels the flow of communications between your prospective guests, current guests, returning guests, booking teams and the entire hotel staff. Win with ipecs. Key ipecs features include: Embedded voicemail and auto attendant Mobile clients for Smartphones Voice and video conferencing capabilities Presence and IM Contact center applications Voicemail to email On-demand or scheduled call recording Modular architecture for maximum scalability High reliability with server redundancy and hot standby power supply SIP ready To make the most of your ipecs platform, you can select from: Ericsson-LG applications Integrated business applications Integrated Property Management System (PMS) Wide range of handsets and specialist phones, including DECT and Wi-Fi devices
ipecs Communications Platforms for Hotel Operations Flexible Enough to Scale with Your Growth ipecs is designed to deliver the flexibility you need as your organization grows ipecs emg80 is scaled to be most effective at 6-60 seats, perfect for your stand-alone boutique hotel ipecs UCP provides capacity for up to 2,200 devices, allowing it to handle most any need in the hospitality industry Simple Unified Communications ipecs Unified Communications capability is built in to UCP and emg80 Users can access voice, video, instant messaging, conference calling and visual voicemail, all on a simple and easy-to-use platform UC is designed to be intuitive and to provide your team easy-to-use tools and features Anywhere, Anytime Connectivity Access the power of your ipecs call servers your way regardless of your device or location using smartphone, tablet or PC applications ipecs emg80 ipecs UCP Integrated Applications Tailored to Your Needs ipecs is designed to offer a range of enhanced applications from Ericsson-LG and other specialist application providers. Integration into standard office applications such as Microsoft Outlook or Lync as well as other applications means your communications are truly integrated. Leverage the Latest Standards-Based Technologies ipecs helps you make the most of the latest network technologies such as SIP, optimize call costs using Wi-Fi or use built-in voice conferencing to save on external conference services Reliable and Resilient Total reliability is the only option for your communications. ipecs call servers are designed to deliver complete resilience and redundancy. With their inherent modular architecture, the ipecs UCP and emg80 can be used together, with the UCP acting as the main server providing server redundancy, hot standby power redundancy and acting as the Central Control T-Net with the emg80 acting as a remote server in an individual hotel setting.
ipecs Enhanced Applications for Hotel Operations ipecs Attendant Operator console helps staff handle high call volume Operates without an external phone Call recording / Call statistics / Call history Presence, short cuts and on-screen call control ipecs IPCR A call recording and monitoring solution tightly integrated with ipecs call platforms and contact center Encryption-enabled call recording Announcement file plays during call ipecs Customer Contact Solution (CCS) Helps manage customer contacts by phone, email, text, web chat and social networks IVR engine designed to allow customers to self-serve Provides standard reporting and a business intelligence dashboard that can show real-time contact center stats Integration with Third Party Providers ipecs CCS Open PMS Integration Integrate easily with your PMS Standards-based open integration ensuring you can fully integrate ipecs into your applications Bi-directional interface ensures you can access services like check-in/out and call accounting Integrated billing data ensuring you can accurately charge for services Micros Fidelio Deep integration with Micros-Fidelio embedded into the ipecs Communications Platform Manage a single view of your guests across telephony and other services Check-in/out, wake up call, room status, room cut off from a single point
ipecs Phones Optimized for Hotels ipecs supports an extensive range of terminals such as digital and IP phones, SIP phones, DECT, Mobile Client and IP conference phones. These terminals are designed for business users who require a range of feature-rich telephony devices to match constantly changing business needs. IP Phones LIP-9020 5 line gray graphic backlit screen 10 programmable feature keys with 3 color LED LIP-9040 9 line gray graphic with backlit screen Attendant handset with 36 LCD programmable buttons Integrated presence indication to view colleagues availability LIP-9070 Touchscreen interface with full Bluetooth integration Integrated presence indication to view colleagues availability Intercom IP DECT Wi-Fi Phone GDC-800H(IP DECT) IP-based DECT solution designed to leverage the power of your network Configure cost-effective coverage across your site with IP base stations and repeaters Simple-to-use, intuitive handset designed to support users across your facility WIT-400HE Wi-Fi handset for nomadic roaming within your facility Seamless handover between Wi- Fi and mobile networks during conversation
ipecs Sample Configuration for the Hospitality Industry CCS