Anantara Vacation Club Intensifies Its Customer Engagement Operations with Aspect Software

Anantara Vacation Club, Asia’s leading luxury vacation ownership concept, has deployed Aspect® Unified IP® contact centre platform to enhance the Club’s customer engagement and outbound marketing operations in Hong Kong and Shanghai.

Established in 2010, Anantara Vacation Club is in the business of developing resort facilities across Asia Pacific and managing vacation ownership at these resorts. Under this concept, Club Points Owners purchase a fixed amount of Club Points that allows them to holiday in some of the most luxurious places at a one-time fixed price, locking in future holiday accommodation costs at today’s values.

The Aspect Unified IP deployed by Anantara Vacation Club serves their telesales agents that are based in Bangkok, Phuket, Hong Kong and Shanghai. Aspect Unified IP helps to increase quality interaction between prospective customers and clients, and the Club’s agents with improved productivity which resulted in a 20% increase in call growth. The deployment was fulfilled by Aspect’s channel partner Terrabit Networks.

“With Aspect, our call centre operators have more control, allowing them to more effectively engage our Club Points Owners. We can see all activity within the Minor network, and managers can adjust operations accordingly. In addition, when a Club Points Owner calls, we know who they are, instantly seeing their account information, including their booking history, planned trips, and current number of Club Points. This helps us to streamline the user experience and provide better service.” said Maurizio Bisicky, Chief Operating Officer, Anantara Vacation Club

“The future with Aspect is very bright. Their platforms support a broad range of technologies that we can take advantage of. As they continue to develop customer engagement strategies, there is plenty of room to expand, grow and develop.”

“We are very excited to be helping Anantara Vacation Club achieve such remarkable results with the Aspect Unified IP solution. In today’s very competitive market, finding a balance between delivering a differentiated customer experience while achieving improved productivity with your agents is not an easy task,” said Jagannath Narendran, Senior Vice President, Asia Pacific & Middle East, Aspect Software. “Anantara Vacation Club has been able to accomplish this flawlessly by utilizing Aspect Unified IP to its fullest potential.”

About Aspect

Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native contact center interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com.

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About Anantara Vacation Club

Anantara Vacation Club is part of Minor Hotels, an international hotel owner, operator and investor currently with 155 hotels in operation. Through Anantara, AVANI, Oaks, Elewana, Tivoli, Four Seasons, St. Regis, Marriott and Minor International properties, Minor Hotels operates in 24 countries across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and South America. Minor Hotel’s parent company, Minor International (MINT) is a global company focused on restaurants, hospitality and retail trading.

The Club Resort Collection at Anantara Vacation Club includes Signature Club Resorts in Phuket, Thailand and Bali, Indonesia along with luxury private villas on Koh Samui, Thailand; plus suites in Queenstown, New Zealand; Bangkok and Chiang Mai, Thailand; and Sanya, China. In addition to its growing collection of Club Resorts, Club Points Owners enjoy an extended choice of travel opportunities through the Club Escapes and Global Traveller programmes, which provide access to over 3,000 resorts worldwide. Preview Centres are found in Phuket, Koh Samui, Bangkok, Chiang Mai and Hua Hin.