Cloud Calling Meets Hospitality: Percipia and ITEXPO Keynoter Webex by Cisco Team Up

By Greg Tavarez January 29, 2024

Telephony and mobility solutions (which include software and services) play an important role in making the customer experience better while streamlining operations in any industry. This includes the hospitality landscape where IP and cloud-based telephony systems bring convenience with one-number reach, personalized greetings and guest request integration.

Mobile apps provide guests with room service orders, local information, activity booking and direct messaging with staff, all while reducing front desk workload. Features like mobile check-in/out further ease the guest journey.

It’s not just about the guests, though. For staff, UC platforms merge voice, video, messaging and collaboration tools. Data analytics gleaned from call logs and guest usage inform staffing decisions, service optimization and targeted marketing strategies. Cloud-based solutions offer scalability and cost-effectiveness to eliminate hefty hardware investments and maintenance.

However, even these tools have their snags. Reliable internet is the backbone of this tech ecosystem, and disruptions can prove frustrating for guests and staff. Data security is crucial as well because it demands robust measures to safeguard sensitive guest information and build trust. Integrating various systems is no easy task either, which can cause inefficiencies and data silos. Finally, while cloud solutions offer cost benefits, initial investments and ongoing maintenance fees are still realities.

Hospitality technology must include reliable internet access, robust data security measures and must be certain data exchange between different systems is not interrupted.

Percipia, a hospitality telephony and technology solutions company, has a mission to deliver telephony and mobility solutions, software and services in the most innovative and cost-effective way. Its Parallax application, introduced 23 years ago, enables them to interface existing telephony systems with nearly all property management systems and third-party applications.

Percipia has evolved its product offering to include a full-featured hospitality telephone system, custom mobile applications and AI Voice platform. Most recently, Percipia expanded its partnership with Webex by Cisco to add hospitality interfacing for Webex Calling.

Webex by Cisco (News - Alert) is a provider of cloud-based collaboration solutions that includes video meetings, calling, messaging, events, customer experience solutions like contact center and purpose-built collaboration devices. Learn more from Webex by Cisco during a keynote presentation by Aruna Ravichandran, SVP and chief marketing and customer officer, Webex by Cisco, at ITEXPO 2024, part of the #TECHSUPERSHOW, taking place February 13-15 in Fort Lauderdale, Florida.

Back to the news, Webex by Cisco will provide cloud calling capabilities for in-room hospitality phones and interfacing to the property management system, powered by Percipia’s Parallax interface engine. This integration lets properties activate various hotel amenities through Webex Calling, including call permissions, caller ID displaying guest names, wake-up calls and real-time updates on housekeeping room statuses.

Percipia also innovated with a Parallax Bot designed for Webex Messaging. The purpose of the bot is to let hotel front desk agents and call center operators efficiently manage tasks such as setting wake-up calls, handling guest service requests and monitoring housekeeping room statuses through automated interactions within Webex Messaging. The Parallax Bot automates wake-up call scheduling and cancellation, manages do not disturb statuses and provides hoteliers with timely updates on guest room housekeeping statuses.

“We have been collaborating with Cisco since Percipia’s infancy. Since Webex is making significant headway in the hospitality space, it’s only natural for hotels to elect Webex for call control of its guest rooms,” said Kal MacDonald, Chief Operating Officer, Percipia. “Our goal, like Webex, is to create leading collaboration tools that fuel innovation.”

Parallax and Parallax Bot are available today on the Webex App Hub.

To hear more from Ravichandran about AI being at the heart of reimagining work, join her for her keynote presentation at ITEXPO 2024, taking place February 13-15, 2024, in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW. Since 1999, ITEXPO (News - Alert) has combined educational conference programming with a robust exhibit hall, networking events, and other activities, bringing together buyers and providers of business technology products and services that drive business success.

Edited by Alex Passett
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