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The need to upgrade the communication system at the Bali hotel stemmed from the limitations of its existing AVAYA analog telephone system.
As business grew, the hotel faced an urgent requirement for system expansion. However, expanding the AVAYA system would not only require purchasing additional equipment, but also potentially necessitate complete re-architecture, resulting in excessively high costs.
The hotel clearly specified that the new system must be interoperable with the existing one, and also expressed a preference for a cloud-based architecture for ease of management.
Additionally, the hotel required a solution with no limitation on the number of users to support future growth.
A luxury resort in Bali was looking to upgrade its outdated AVAYA analog phone system to support its growing business and future expansion. However, the cost and complexity of expanding the legacy infrastructure were significant. The hotel needed a solution that could:
As the provider of Aiello Voice Assistant, we partnered with 3CX, a leading cloud-based PBX solution, to deliver a fully integrated communication and guest experience upgrade.
In the newly developed guestroom areas, we deployed Aiello Voice Assistant—a voice-activated smart speaker designed specifically for hotels. Guests can use natural voice commands to control room amenities (lighting, air conditioning, curtains) and instantly connect with the front desk, all hands-free.
This intuitive interaction not only simplifies service requests but also adds a layer of comfort and sophistication to the stay.
To support internal communications and system scalability, we worked with 3CX to implement a cloud-hosted phone system that connected to the existing AVAYA PBX via FXO and FXS gateways. This integration ensured a smooth transition without the need for costly rewiring or system replacement.
Staff can now communicate seamlessly across departments using mobile apps, softphones, and built-in video conferencing tools—empowering mobility and boosting collaboration.
In the guest rooms, the newly developed area was equipped with smart speaker devices (Aiello Voice Assistant), enabling voice control of room facilities as well as direct voice communication with the front desk.
This innovative setup greatly enhanced the guest experience and received strong recognition from hotel management.
For the office system, the new setup provided hotel staff with a variety of communication tools, including:
These supported flexible mobile work and improved staff mobility.
Additionally, the built-in video conferencing feature of 3CX offered extra collaboration tools, boosting overall operational efficiency.
By integrating with 3CX and the existing AVAYA infrastructure, the hotel avoided a full system overhaul—saving significant costs on hardware and cabling. The addition of built-in video conferencing also reduced the need for additional systems.
The cloud-based setup allows hotel IT to manage the system remotely, scale on demand, and reduce maintenance time. Staff now enjoy modern, mobile communication tools that support flexible workflows and improved service quality.
With Aiello Voice Assistant, the hotel created a tech-forward and contactless in-room experience that delighted guests and earned praise from management. Guests could access services faster, while staff responded more efficiently.
At Aiello, we specialize in delivering AI-powered voice solutions tailored for hospitality. Whether you’re planning a new build or upgrading your existing property, our smart voice assistant enhances guest satisfaction while driving operational efficiency.
Through strategic partnerships—such as our collaboration with 3CX—we provide hotels with end-to-end solutions that are future-ready and cost-effective.