Grupo Experiencias Xcaret Deploys Cisco Technology to Foster Collaboration and Enhance the Customer Experience
Collaboration, Video and Wireless will be deployed in Xcaret, Xel-Ha and Xplor parks
Mexico City and Cancun, Quintana Roo, October 21, 2013.− Grupo Experiencias Xcaret is deploying Cisco® Unified Communications, Cisco Customer Collaboration (Contact Center), business video and wireless solutions in the three natural parks that it manages in the Mayan Riviera, and their central offices in Cancun, in order to facilitate exceptional collaboration between these locations and to provide an even higher standard of customer service through their communications systems.
Grupo Experiencias Xcaret consists of Xcaret, an eco-archaeological park in the Mayan Riviera that started operations in December 1990 and is known worldwide; Xel-Há, the world's largest natural aquarium; and the underground adventure park Xplor.
Employees in these three locations will have access to collaboration tools that will enable them to avoiding unnecessary transportation between parks, increase worker productivity and speed up decision making between dispersed teams. Specifically, Grupo Xcaret is deploying the Cisco Business Edition 6000, Cisco WebEx® Meeting Center and Cisco Jabber®, which allow presence, instant messaging (IM), voice, video, voice messaging, desktop sharing, and conferencing. These solutions also equip Grupo Xcaret with tools that can be used for employee training, a critical activity that supports their strategy to provide optimal customer service.
One of the main objectives of Grupo Xcaret is to offer a magical experience to all visitors in their parks, and part of that experience is directly tied to customer service. In utilizing Cisco Unified Contact Center Express, Grupo Xcaret will be able to utilize technologies that help ensure that calls are directed to the most appropriate agent and that interactive voice response (IVR) systems can be deployed that can help speed up time-to-resolution.
Additionally, Grupo Xcaret is deploying the Cisco Meraki wireless solution to provide Wi-Fi connectivity to park attendees on their mobile devices, available in the Tlachco Theater with a capacity of 6,000 persons, where Xcaret presents the world famous show "Xcaret Mexico Espectacular", as well as in the restaurants of the three parks for all visitors who want to maintain connectivity anywhere, anytime using any device.
"We choose Cisco technology for our communications system due to its leadership in collaboration solutions," said José Luis Cisneros, Xcaret CIO, "and, because of the value delivered by the company related to service, quality, and technical experience, along with their partner CenSystems."
"We are pleased to support Grupo Xcaret in their internal and external communications strategy. The solutions will help them to get new collaborative workspaces that are more social, mobile, visual and virtual," said Rogelio Velasco, Vice President, Cisco México, "It has been demonstrated that more effective collaboration improves processes, fosters better relationship, and members of the organization become more creative in the daily work; all those advantages are absolutely reflected in the customer service delivered by Grupo Xcaret".
Grupo Xcaret's purpose is to operate a company focused on recreational and sustainable tourism where social responsibility is key, and that is another reason Grupo Xcaret is committed to using eco-friendly equipment. Cisco's technology demonstrated energy optimization in line with Grupo Xcaret's guidelines in this area. At Cisco, the interplay between innovative business practice and sustainability is been embedded in every business function.
The upgrade of their communication systems will help Grupo Experiencias Xcaret reduce operation costs and prepare their network to include new services for customers in the near future
Xcaret is a majestic park by the sea that features unique activities, where you have fun while discovering the natural and cultural richness of Mexico. www.xcaret.com; Twitter and Facebook: XcaretPark
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