Contact Center Industry News

TMCNet:  TM confident of HES take-up [Business Times (Malaysia)]

[August 18, 2014]

TM confident of HES take-up [Business Times (Malaysia)]

(Business Times (Malaysia) Via Acquire Media NewsEdge) KUALA LUMPUR: Telecommunications giant Telekom Malaysia Bhd is confident that the take-up rate for its Hospitality Entertainment Solution (HES) will hit a high note by year-end.

Since HES was launched in June last year, 40 hotels have signed up for the package, which offers Inbuilding Broadband Solution (IBS, i.e. in-room Internet, Wi-Fi), IPTV (i.e. HyppTV) and call centre service.

Among the notable hotels are Shangri-La Putrajaya, Novotel Kota Kinabalu, Lotus Desaru Beach Resort, Imperial Hotel in Kuching, and Everly Hotel in Putrajaya.

"At the moment, we are in discussion with more than five hotels, " said TM executive vice-president for small and medium enterprises, Azizi A. Hadi.

He was speaking to reporters at the signing of an agreement between TM and the Accor hotel group, where the two parties will cooperate on products and services.

Accor Malaysia, Indonesia and Singapore's chief operating officer Gerard Guillouet shed some valuable insights into the importance of HES package for the hospitality industry.

"There was a time in the hotel hospitality (industry) where it was said we cannot fail in fast check-in, fast check-out, a very good bed, a very good shower, and a very good breakfast.

"Now, we say we cannot fail in fast check-in, fast check-out, a very good bed, a very good shower, a very good breakfast, and very good Wi-Fi," he explained, highlighting the fact that today's travellers demand connectivity in hotels." Guillouet explained that guests today will not hesitate to change hotels if the one they are in has Wi-Fi that does not work.

Azizi, when asked about the monetary implication of the HES suite of products to TM's bottom line, declined to reveal any figures, saying that it was too early and premature to discuss the financial aspect of it as more than a handful of negotiations are ongoing with various hotels.

(c) 2014 The New Straits Times Press (Malaysia) Berhad. All rights reserved. Provided by SyndiGate Media Inc. (

[ Back To Cloud Contact Center's Homepage ]


Featured Resources

Featured Report
Millennial Research on Customer Service Expectations

Millennial Research on Customer Service Expectations

The "why" behind this research is simple: our clients recognize that different generations bring different expectations, varied communication preferences and new customer service patterns to the customer experience...
Featured Report
Optimizing the Customer Experience through Cloud Contact Centers

Optimizing the Customer Experience through Cloud Contact Centers

Adoption of cloud contact centers is on the rise. Findings from Aberdeen's January 2014 'Public Cloud vs. On-Premise: How to More Effectively Deploy a Cloud Center' study shows that 31% of contact centers are deployed in the cloud, and our related blog post highlights that companies anticipate their adoption of cloud technology to rise further throughout 2014...
Featured Report
Aberdeen report

Aberdeen Report: Cloud for Mid-Sized Contact Centers – What You Must Know

Cloud Technology is opening new doors for many businesses. However, it does so only when it's combined with the use of best practices and key technology enablers. This document highlights the adoption of cloud technology by mid-size contact centers and illustrates the reasons driving their investments...
Featured Whitepaper
Aberdeen report

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

To deliver a world-class customer experience, your contact center must be flexible and reliable, while providing all the tools agents and supervisors need to manage their workflows. Here are seven critical capabilities to look for when deploying a contact center in the cloud...
Featured Webinar

Contact Center Economics and the Cloud

Together, Bob and Drew will help you understand the economic value of upgrading technology, important business and financial considerations, and how to compare total cost of ownership of a premises vs. cloud or hosted solution. Watch the webinar on-demand now...
Featured Datasheet
Zipwire Cloud Contact Center

Zipwire Cloud Contact Center

The appeal of moving services to the cloud is obvious. Cloud services offer reliability and robust feature sets without the need to implement or maintain complex contact center infrastructure. The Zipwire™ cloud-based contact center allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience...