Hospitality

To enhance customer experience, hospitality service providers rely on advanced technology and system to deliver premium services to their customers. These organisations are also looking at how technology can drive efficiency and enhance competitive advantage.

PCCW Solutions enables organisations to achieve reliable and quality service by providing tailor-made solutions including digital solutions, audio-visual system, display system, ICT solutions, CRM solutions and RFID solutions.

Disruptions & Opportunities

A growing trend for today’s consumers is to spend on experiences rather than products. This is invariably generating higher expectations from the hospitality providers to become more digitally enhanced. According to IDC, digital transformation investments in hospitality are expected to increase by 30% by 2021. Hospitality industry players need to adopt latest technologies and drive digital innovations, in order to meet their customers’ need for a digital presence and improved customer experience.

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Hoteliers can leverage Infinitum Visum to revolutionise guest experience and increase customer loyalty.

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From material selection, equipment installation, cable termination to testing and commissioning, every step of the theme park shows production should be handled meticulously. Through a team of qualified engineers and technicians, PCCW Solutions provides complete and reliable theme park show specialty solution. Our stable ELV systems include but not limited to audio-visual, show control, show lighting, ride control etc. These systems can be integrated into any part of a venue or attraction to produce a unique amazing experience.

PCCW Solutions provides central show control system to support entertainment shows production. The modern system allows users to insert their entertainment show content, edit the show by combining the show content with audio playback, laser, smoke, lighting or searchlight effect. Moreover, users can also set the entertainment show time or repeat the show within a particular time slot. Additionally, we can provide video server for user to playback the show video by projectors with 3D mapping effect and/or LED wall and also audio equipment (such as DSP, amplifier, show speaker) for audio playback.

For the AV control in casino or hotel room, we can provide the AV control / room control system, touch panels for users to control the TV channels, background music, TV / BGM volume, curtain and lighting.

Our background music (BGM) system provides superior audio quality for the guests to enjoy the entertainment in casinos, hotels, shopping malls, convention centres, auditorium and more. Based on the latest industry standard for digital audio distribution system, PCCW Solutions provides implementation service of the multi-channel networking technology with very low latency. Thanks to IP-based command and routing over IT infrastructure, our BGM system is easy to control, affordable and IT-friendly to empower the hospitality providers in delivering excellent customer experience.

Through realisation of the advanced digital dome theatre and laser projection system, PCCW Solutions enables museums and planetariums to deliver immersive experience to visitors and boost museum attendance. We offer design, installation, implementation, maintenance and related services to assist clients in building advanced digital theatre system with total peace of mind.

PCCW Solutions provides safe and efficient operations of the sophisticated ELV system to support clients’ daily operations and monitoring, with wide-ranging services including technical consultation, supply and installation of ELV equipment, technical operations and round-the-clock system maintenance.

Our ELV Solution includes Access Control System (ACS), Closed Circuit Television (CCTV), Communal Antenna Broadcast Distribution (CABD), Satellite Master Antenna Television (SMATV), Public Address System (PA) and Burglar Alarm Systems.

The idaea of proximity, the physical location of a product with respect to the consumer, involves a new dimension previously untapped given the limits of technology until recent years. ‘Proximity marketing’ uses cellular technology to send marketing messages to mobile-device users who are in close vicinity to a business. Via a Wi-Fi or Bluetooth signal, proximity marketers can send content similar to a mobile application programme (app) that appears automatically on the mobile devices of consumers.

Retailers are tapping the value as 53% of consumers are willing to share their current location to receive more relevant advertising. 57% of consumers are more likely to engage with location-based advertising. 62% of consumers share local deals with friends and 63% of consumers feel a coupon is the most valuable form of mobile marketing. Targeted offers based upon proximity leads to higher conversion rates, which is the ultimate goal for brands.

Proximity marketing has tremendous revenue-producing potential, enabling retailers to deepen connection with consumers, encourage more loyalty and greatly improve the customer experience. Importantly, all of these factors combine to make Proximity marketing a very effective tool to generate higher ROI for businesses and advertisers.

Location Based Services (LBS) is no longer a buzz phrase of marketing, as it’s set to grow to US$77.84 billion by 2020. PCCW Solutions jointly developed Geomagnetic Location-based solutions with Hong Kong University of Science and Technology. We use the earth’s geomagnetic fields to enable the compass of smartphones to precisely locate individuals within indoor spaces. The set up is easy, requires no hardware installation, and is compatible with both iOS & Android devices.

With Geomagnetic Location-based solutions, PCCW Solutions enables retailers to navigate its customers to the outlets they are searching and adopt proximity marketing to boost sales.

Chatbots are artificial intelligence systems that interact with users via messaging, text, or speech. As chatbot technology matures, the underlying AI technology continues to develop and grow more sophisticated. More than 100,000 chatbots have been developed for use on Facebook’s Messenger app, giving retailers unparallelled data about customers to help grow business in 2017.

Analysts predict big opportunities for chatbots, such as expansion to new mobile platforms, the emergence of chatbot markets, humanisation, and more. Chatbots in retail are expected to boom in 2017 and beyond.

Chatbots will refine customer engagement. Chatbots personalise the customer experience by analysing personal data, demographic information, buying behaviour, and much more. Chatbots will help retailers to curate customer’s first impression of their brands. Chatbots also handle customer support by being present 24/7. In addition, bots are able to imitate conversations with real humans and build rapport with users.

Chatbots will help retailers track buying behaviour. Chatbots are able to automatically record incoming data from users in the form of interactions, text messages, images, and voice message. And where there’s data, there’s analysis. Sentiment analysis creates multiple opportunities for capturing customers’ reactions, A/B testing, creating triggers that stimulate users to engage with bots, and more. Therefore, retailers will be able to generate content that’s relevant for a specific occasion, time, or a person that chatbots are programmed to recognise.

Chatbots will sense customers’ moods. To make chatbots empathetic, developers rely on natural language processing (NLP) technologies that analyse linguistic metrics including words, negations, sentence constructions, use of exclamation marks, and so on. Retailers are interested in empathetic chatbots because such bots can immediately react to customer requests. For example, when a chatbot recognises a cheerful tone, it can generate relevant responses that will keep a conversation upbeat. On the other hand, a chatbot is able to catch on to a dissatisfied mood and provide an apology or redirect a customer to a human assistant. The ability to empathise will also help chatbots learn about suggestions and keywords that influence customers’ moods and will help marketing teams build better strategies for customer acquisition.

Chatbots will help retailers automate operations. Brands will adopt chatbot technologies to enhance ‘conversational ecommerce’ ‒ the concept of using bots to stimulate conversations with customers to push them to browse more and buy more goods. Therefore, a human workforce won’t be needed to convert people into customers. In the future, chatbots are predicted to expand their abilities, so they will act as ultimate helpers for customer support, order processing, in-store assistants, and promotions while also offering giveaways, seasonal trivia, and product scavenging.

With unprecedented progress with AI and machine learning technologies, and artificial intelligence driving business transformation, PCCW Solutions creates a customer service chatbot that is right for your business and platform. Our chatbots will reduce customer service resources in your business, opening new doors.

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