Hyatt Selects Unify for Global Reservations and Customer Support Centers

OpenScape Contact Center Solution delivers needed analytics, flexibility and reliability

May 05, 2014, 09:00 ET from Unify

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.

"We are proud that Hyatt has selected Unify to help it better serve its guests through an improved, world-class contact center," said Steve Shanck, general manager of North America for Unify. "We worked closely with Hyatt to understand its unique business needs and applied our rich technology background and our commitment to the new way to work to deliver a solution that will help improve the efficiency and productivity of its contact centers."

"Arrow is pleased to deliver a world-class technology and support package for Hyatt in collaboration with Unify," said John DeLozier, senior vice president of sales for Arrow's S3 business. "We look forward to working with Unify to enhance its contact center capabilities so it can continue to deliver superior service to all Hyatt customers."

Arrow's S3 business provides specialized unified communications, voice and data technologies, contact center and network security solutions, services and support to Fortune 500 customers across the United States.

The term "Hyatt" is used in this release for convenience to refer to Hyatt Hotels Corporation or one or more of its affiliates.

About Unify
Unify—formerly known as Siemens Enterprise Communications—is a premier communications software and services firm. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, and enhances business performance. Born out of the engineering DNA of Siemens AG, Unify builds on this heritage of product reliability, innovation, open standards and security to provide integrated communications solutions for approximately 75% of the Global 500. Unify is a joint venture of The Gores Group and Siemens AG.

This release contains forward-looking statements based on beliefs of Unify's management. The words "anticipate," "believe," "estimate," "forecast," "expect," "intend," "plan," "should," and "project" are used to identify forward-looking statements. Such statements reflect the company's current views with respect to future events and are subject to risks and uncertainties. Many factors could cause the actual results to be materially different, including, among others, changes in general economic and business conditions, changes in currency exchange rates and interest rates, introduction of competing products, lack of acceptance of new products or services and changes in business strategy. Actual results may vary materially from those projected here. Unify does not intend or assume any obligation to update these forward-looking statements.