Macau casinos deploy Avaya technology

Four out of the six casino operators in Macao have engaged Avaya to provide telephony and other technology services to drive their digital transformation strategies.

The four operators are using Avaya’s IP telephony technology to ensure staff can be reached with a single number, enabling them to respond promptly to guest enquiries.

Avaya IP telephones in the guest rooms are also being used to provide guests with easy access to rich information and hotel services, such as room service and speed check-out. 

One casino resort has meanwhile centralized a contact center to serve a number of hotels, with agent resources allocated dynamically according to the volume of calls that the hotels receive, so that all customer enquiries are responded promptly.

In addition, a number of the operators have deployed Avaya’s SDN Fx architecture, which is based on Fabric Connect networking technology.

To improve security, one casino resort has configured all applications with individual Avaya Virtual Service Network configurations, so that they are all isolated from each other.

While gaming is still the pillar industry of Macao – the “Las Vegas of the East” – operators are increasingly focusing on the wider tourism market, entertainment and non-gaming revenue streams, along with cost-cutting initiatives and efficiencies to drive profitability.

With Macao in the midst of a multi-billion dollar development boom, operators also need to provide competitive differentiation, while looking to future-proof investments.