Face to Face: Charles Reed, Chief Executive Officer, DOCOMO interTouch
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1) Can you give a brief overview of DOCOMO interTouch, and the products and services you provide?
DOCOMO interTouch is one of the world’s largest hotel technology providers. We deliver solutions that meet the needs of today’s hoteliers and their guests. They encompass data, voice, video solutions including wired and wireless broadband Internet, in-room entertainment services such as Internet Protocol Television (IPTV) with content on demand, and Voice-over-Internet Protocol telephony (VOIP). DOCOMO interTouch also provides managed network services that help hotels cut costs, maximise efficiency, and deliver consistent, high-quality services to guests.
Our solutions focus on being IP-based. This means that data, voice and video are transmitted via the same cable, making it cost-efficient and scalable. This is also the basis behind DOCOMO interTouch’s vision to pursue “maximum convergence” in hotels.
2) How are the needs of hotel guests changing, and to what extent does DOCOMO interTouch react to, or instigate, these shifts?
More than ever, in today’s economic climate, corporate executives now have to make their business trips as productive as possible, while leisure travellers are now more conscious about their spending. Still, certain expectations remain the same. Travellers still expect consistently good service and Internet connectivity round the clock. Travellers are also becoming savvier and wouldn’t mind an in-room experience that’s enhanced by new technologies.
DOCOMO interTouch sees these evolving needs and demands as an opportunity to build a converged hotel environment where various aspects of technology run on a single technology infrastructure. Through network, media, application and mobile convergence, guests will greatly benefit through access to richer content, ease of application usage, affordability and flexibility of solutions available to them. For hotels, adapting to a converged environment also greatly enhances their IT capabilities. It also powers them to differentiate themselves from the competition, cut costs and increase efficiency.
DOCOMO interTouch is already moving towards achieving this through its latest innovation, hYspace, a streamlined platform that enables guests to create their preferred environment by controlling the functions and solutions available in a room - for example adjusting room temperature, lighting, selection of television channels, instant retrieval of the hotel directory or information, room service, events and conference planner, instant messaging and an electronic concierge.
3) Last year DOCOMO interTouch launched the ‘digital concierge’ (DC2Go) in Singapore. Can you tell us a little about this, and how is the global roll-out of this product progressing?
DOCOMO interTouch, together with technology provider, Cellcity, launched and implemented DC2Go at 17 leading hotels across Singapore in December. This followed a year-long pilot digital concierge programme with the Infocomm Development Authority (IDA) and Singapore Tourism Board (STB). DC2Go allows hotel guests to access important information such as flight details, as well as search for entertainment, dining, and amenities that lie within the proximity of their hotels. Details for a global roll-out are not available at this moment.
4) With the global economic downturn causing hotel occupancy levels to decline, have you a slowdown in demand for your products?
The worldwide recession has seen a significant drop in global hotel bookings. Consumers are still travelling, albeit with a more discerning attitude. In response to this, hoteliers want to get the basics right. These include Internet connectivity and concierge services, and providing a higher standard of service to their guests with the help of new technology. While some hotels are currently taking a more cautious approach and holding back on their investments, more hotels are also embracing options that will allow their IT infrastructure to become future-proof.
5) What developments are we likely to see from DOCOMO interTouch over the next 12 months?
Since the acquisition of MagiNet in 2008, DOCOMO interTouch has achieved a dominant market position in Asia Pacific. The company is also growing very successfully in the US and we are currently looking to expand into markets such as China, Africa and South America.
DOCOMO interTouch will continue to work with its subsidiaries - Azure Wireless and Nomadix to expand the scope and innovation of its solutions, with a strong focus on in-room entertainment, including television, telephony and media functions, as well as convergence. The key focus is to provide solutions that help hotels to cut unnecessary costs, increase revenues and ensure brand consistency.
Progress has already been achieved in this area with DOCOMO interTouch’s hYspace. We are also working on the commercial rollout of the SmartPhone solution, which will allow hotel guests to make phone calls via VOIP technology. This service will add convenience and enable consumers to save additional costs while travelling.
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