Case Study: Dusit Thani Abu Dhabi enhances guest communications with Mitel contact center and telephony solutions

Dusit Thani Abu Dhabi unifies 1,570 extensions with Mitel

Dusit Thani Abu Dhabi, a luxury hotel, faced significant challenges with its outdated, decade-old telephony system. The old system could not efficiently handle the property's large call volume, lacked modern call-handling features, and prevented the operation of a proper call center. Seeking a reliable and cost-effective solution, the hotel partnered with vendor Mitel to implement its MiContact Center Business and telephony solutions to improve operational efficiency and the guest experience.

By implementing Mitel's solutions, Dusit Thani Abu Dhabi integrated its contact center with its guest database and social media platforms, enabling personalized service and efficient call routing based on agent skills. The results included better efficiency, higher customer satisfaction, and enhanced convenience for staff, who appreciated the ease of use of Mitel's Bluetooth handsets. The hotel was especially satisfied with achieving its contact center and telephony needs through a single, cost-effective Mitel system.

Dusit Thani Abu Dhabi

Salsabeel Hamza

Head of IT & AV, Dusit Thani Abu Dhabi