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Overview
Founded in 1982, FCS Computer Systems is a leading computer telephony integration (CTI) vendor in Malaysia. With close to two decades of experience, they have provided CTI solutions to more than 2,500 customers in over 31 countries. Their area of expertise includes telephone call accounting systems, billing services systems, voice-mail, fax-mail, interactive voice-fax systems, computer telephony integration, call centre and task management, integration to host computer systems, internet access solutions as well as other innovative customized applications.
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Products
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| FCS Call Accounting System |
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FCS WinSuite is a Windows based call charge and billing system that manages the costs of telephony and service usage in a Hotel. Another important function of FCS WinSuite is the PABX, FOS and third party interfaces that are built into it.
Guest communications services are automated. Telephone lines are unbarred upon check-in automatically updates guest name display on PABX console and barred upon checkout. Call charges are posted directly into the guest folio.
FCS WinSuite is running as a property management interface between following hotel front office systems and PABX (telephone systems):
| Front Office: |
PABX: |
| Fidelio Version 6 and 7 |
Alcatel |
| Fidelio Opera and Fidelio Cruise |
Philips |
| Hogatex |
NEC |
| GEAC |
Nortel |
| HIS Epitome |
AT&T |
| MAXIAL |
Panasonic |
| Portfolio |
AVAYA |
| IFCA |
CISCO |
| Galaxy Lightspeed |
Siemens |
| LanMark |
Ericsson |
| RMS |
Aria |
| CLS |
Fujitsu |
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Feature List |
Call Charges
- Allows for call charge post and call charge calculation and print call charge slips. The call charge information can be re printed.
- Support multiple charging schemes by calling extension.
- Allow for multiple carriers. Extension to rate table mapping (up to 2 rate tables per a telecom carrier)
- Call charge routing for a specific time frame.
Reporting Module
- More than 20 reporting formats
- Utility for default report selection
- Pre-set function for frequently used report settings
- Report printing to file, screen and printer
- Option to route a selected report through e-mail
- Schedule report printing
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| FCS Voice Mail |
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FCS VoiceMail
Voice messaging designed specifically for hotels.
FCS VoiceMail is a Windows based Voice Messaging System designed specifically for hotels, and unlike an ordinary office voicemail system, FCS VoiceMail works seamlessly with the hotel telephone system (PABX) and the front office system (FOS).
FCS VoiceMail ensures that all guest messages are handled confidentially, delivered efficiently and conveyed accurately.
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| Feature List |
- Full integration to PABX, FOS and PMS, automatic creation and archival of mailboxes upon guest
- Automatic transfer of guest mailbox whenever guest changes rooms or check out
- Message confidentiality –Automated integrated with PMS
- PIN number access security
- Multi language instruction
- Automated language selection
- Allows guests to record personal greeting prompts
- Remote message retrieval from any telephone
- Handles all unanswered calls for guests
- Messages are recorded as spoken by caller directly into the voice mailbox
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| FCS NetCentre |
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In today’s competitive environment, value added services are key to the hospitality industry’s success. For guests, accessing their company intranet or VPN (Virtual Private Network), sending and receiving emails, online conferencing, making presentations or simply surfing the Web should be easy, fast and secure. That is why more and more business travellers are demanding to stay at hotels that offer Virtual Private Network (VPN) Compliant High Speed Internet Access.
FCS Computer Systems through FCS NetCentre delivers high-speed Internet access into hotel rooms, conference and meeting facilities, and business Centres. FCS NetCentre provides a secure, low cost method of connecting business travellers to the Internet allowing them easy access to email and web services that they are familiar with and use daily.
FCS Computer Systems has built its reputation as the leading provider of Technological solutions designed for the Hospitality industry through our commitment to excellent customer service, best of breed technology and around the clock support. FCS offers the sophisticated “plug and play” server, a sophisticated billing system flexible charging options, usage and revenue reporting facilities as well as a two way interface for the hotel’s property management system.
FCS Computer Systems operates an advanced Visitor Based Network server facilitating “plug and play” access to the Internet and provides a number of different technology solutions to best suit the needs of your property. The solution is compatible with the majority of Virtual Private Networks (VPN) used by corporations around the world.
As part of the ongoing commitment to the hotel partners FCS and Brantas International Technology Ltd. provide regular employee training courses as well as a customised web portal page to reinforce and promote the hotel’s brand offering to guests.
FCS Computer Systems has established itself as a best of breed vendor of Hospitality Focused Technology Products for over two decades. FCS’s product suite has been stringently tested and installed by all leading Hotel Companies across the Globe. FCS WinSuite is now the preferred Call Accounting Solution for InterContinental Hotels and Resorts, Hilton International, Hyatt International, Marriott, Starwood Hotels and Resorts, Rydges Hotels and Resorts, Millennium and Copthorne Hotels and Mirvac Hotels in the Asian Pacific Region.
FCS NetCentre is now installed in selected Hyatt International Hotels, Oberio Hotels, Hilton International Hotels, Ritz Carlton Hotels, InterContinental Hotels, Starwood Hotels and Millennium and Copthorne Hotels in the Asia Pacific Region.
User Centered Design FCS Computer Systems product development philosophy is based upon developing products that are relevant to the market and completely address the requirements of the User. FCS NetCentre has been designed with the guest in mind to ensure that the connection to the Internet is easy, fast, and secure.
Complete Product Suite FCS Computer Systems offers a comprehensive and flexible product suite that addresses a wide spectrum of technological and guest service requirements of all Hotels. All Products are easily interfaced through one link into the Property Management System facilitating reduced expense, reduced workload and consolidated reporting.
Hotels decide on the Business Models FCS Computer Systems lets the hotels decide what can and cannot be charged for. FCS delivers the solution. The hotels set the price. With FCS’ flexible billing options, the hotels define the services and retain the revenue. FCS Business models ensure that hotels have total control over the charging of their guests for Internet related services.
Full Functionality “Plug and Play Server”
When travelling, guests still need to stay in touch with their work and family. FCS NetCentre makes this possible by providing easy, secure and fast Internet access. Using FCS NetCentre guests can:
- Go anywhere on the Internet
- Access their own office via their VPN (Virtual Private Network)
- Access their office Intranet
- Send and receive email
- Use the Web to find local interest sites and information
The Value Proposition
The benefits FCS NetCentre can offer the hotel:
- Provide a new revenue stream. Hotels in the Asia Pacific Region are now generating in excess of USD$50,000.00 per month from Internet access.
- Offers a valuable point of difference from competitors
- Increases hotel brand recognition and loyalty of guests
- Provides a technology platform to enable the delivery of future services such as Digital Video on Demand (VoD) to guests thereby “future proofing” the Hotel
- Important sales tool for increasing Corporate Business
- Important sales tool for increasing Conference and Meeting Business
- Provide additional guest services thereby enhancing their stay and the likelihood of a repeat visit
- Creatively manage charges and billing for guest services rewarding important guests increasing loyalty to the Hotel
- Decreases congestion of telephone/PABX system
The Offering The FCS NetCentre Solution incorporates FCS’s sophisticated Billing Engine and Property Management System Interface with the worlds leading “visitor based networking” technology delivering true “plug and play” functionality and total control over billing and administration. This, combined with FCS’s I-Suite customised Portal will ensure increased revenue and high levels of guest satisfaction. Through the implementation of FCS NetCentre you are now able to bill your guests for VPN Compliant Broadband Internet access according the their status in the PMS and the rate structure established in FCS WinSuite. Therefore you could now offer Internet complimentary to designated high yield corporate clients or VIP guests. This is all achieved automatically and transparently ensuring your most valued guests know they are appreciated. Hotel sales departments are now using this functionality when negotiating with large corporate accounts.
The FCS NetCentre Solution includes the following:
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FCS WinSuite and PMS Interface |
- Sophisticated Call Accounting Solution supporting multiple complex rate structures including TIV.
- Serial and TCP/IP Interface to all major PMS Systems
- Enhanced reporting module. Over 60 reports including revenue and system usage.
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FCS IP NetCentre |
- Delivering high-speed, full functionality VPN Compliant Internet access in hotel guest rooms & hotel business centres with in-built robust security features protecting the Hotel and your guests
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FCS I-Suite |
- Customised hotel portal and content management system providing guests access to internal and external information and services.
- Unified messaging platform allowing guests to view voice and text messages and their account.
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The key component of the FCS Net Centre installation is the FCS NetCentre Visitor Based Network (VBN) server. In summary the VBN server enables seamless “plug and play” high-speed Internet access for your guests. The FCS Computer Systems Visitor Based Network server performs TCP/IP translation that is completely transparent, providing your guests with a valid IP, gateway and DNS services required to connect to the Internet. When a guest accepts the terms and conditions for use of the service (which appear to the guest when they open their web browser) the FCS Computer Systems server ‘opens’ the firewall to the Internet and subsequently allows traffic to pass in both directions. Should the guest’s company have a Virtual Private Network (VPN) they can establish a secure connection over the Internet because they are issued a routable IP address by the FCS Computer Systems servers DHCP or Network Address Translation process.
The FCS NetCentre “plug and play” functionality includes the following:
- True Network Address Translation (NAT) allowing 1 external IP address to be shared by multiple users
- TCP/IP translation that is completely transparent to the end user, providing them with the valid IP, gateway and DNS required to connect to the Internet
- Automatic support of Static IP, DHCP, Proxy Client and mis-configured client settings
- Support of all operating systems including Windows, Linux and McIntosh.
- Support of all Web Browsers including Microsoft Internet Explorer, Netscape Navigator, Opera, AOL and MSN Browser
- Support of all commonly used E-Mail Programs including; Microsoft Outlook, Microsoft Outlook Express, Netscape mail packages, Eudora mail, AOL mail, MSN mail, browser based mail.
- Automatic SMTP “spoofing” and redirection service allowing guests to send e-mail
- Support of all major Virtual Private Network (VPN) Protocols including PP2P, L2TP, IPSEC and solutions provided by I-Pass and GRIC.
FCS Computer Systems and Virtual Private Networks Many organisations today are realising the benefits of VPN’s which provides remote users with secure access to their central corporate network across the Internet. Business travellers often think that because of security and cost issues it is necessary to use dial up to access their corporate VPN while travelling. However, FCS NetCentre's technology makes it possible to connect to corporate via our high-speed broadband connection. FCS NetCentre’s compliance with the most commonly used corporate VPN’s allows hotels access to the existing VPN corporate segment, representing between 20- 40% of travelling guests. This segment is also expanding rapidly as more and more companies are evaluating VPN’s for use in several different environments. There are two main reasons why guests would use FCS NetCentre to connect to their VPN rather than their modem. FCS NetCentre is a more cost effective way of connecting to their VPN. Unless the guests company has a point of presence (local ISP) in the country and city that they are staying in they will incur either STD or global roaming charges to access the Internet and their VPN. Such charges make the FCS NetCentre extremely cost competitive particularly if the guest is a frequent traveller and or a high Internet user. Connecting to their VPN via the FCS NetCentre will be faster than via their modem. The ability for hotels to offer high speed VPN compliant Internet access is becoming an increasingly important factor in hotel selection for major corporations. FCS Computer Systems ’s aim is to provide excellent support for VPN’s and to encourage enterprises to connect to their VPN via our service when staying in FCS Computer Systems hotels.
With integrated billing, Internet usage charges are automatically updated to the guest folio. No delay, no hassle.
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| FCS WinBusiness |
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FCS WinBusiness
Hotel Business Centre usage easily billed to the guest folio
This FCS solution aims to ease the manner in which guests’ usage of the hotel’s business centers services are conveniently billed to their folio.
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| Feature List |
- Interface to Winsuite for check in/check out record.
- Ability to charge hotel guest for usage of photocopying, faxing and network printing.
- Usage charge can be posted to hotel FOS via Winsuite
- Pin number will be generated for all check-in guests who require the services.
- Pin number can be regenerated at FCS BCS and printed manually.
- Printing of usage can be done at the FCS BCS printer as and when requires.
- Interface to FCS WinBusiness for processing of transactions. Billback FCS WinBusiness will calculate all charges (faxing, photocopying or printing)
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| FCS Hotel IVR |
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FCS Hotel IVR
Comprehensive IVR solution to promote efficient handling of incoming calls
For a customer service oriented company, an Interactive Voice Response (IVR) is normally the first stop for the caller. Hence, FCS Hotel IVR was designed to heighten the customer service experience. With an Interactive Voice Response system, intentions to place room reservations will be made easier, amongst other uses. In addition, the FCS Hotel IVR has distinct advantages for the hotel staff. By freeing the operators/call center agents to focus on more important tasks, tasks are completed more effectively. Being a software based IVR solution that interfaces with many kinds of hosts/databases, seamless integration is actively pursued.
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| Feature List |
- Inbound and outbound calls capability
- Multiple language voice announcements
- Multiple application capability
- Import customers database into FCS IVR system
- Voice broadcast
- Password protected
- Open system compatibility – interface to host/database such as AS/400, Sybase, Informix, Microsoft Access, Microsoft SQL Server and Oracle
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| FCS WinFax |
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Personalized fax services for guests
FCS WinFax is a Windows based fax messaging system that provides personalized fax services to your guests. During check in, FCS WinFax assigns each guest with a private fax number and fax mailbox for personal use during their entire stay.
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| Feature List |
- Send welcome slip to guest upon check-in
- DID number will be provided to the customers upon registration
- Immediate message notification upon receipt of fax via voice, text and SMS
- Allows fax retrieval from within or outside hotel using a fax phone
- Fax messages can be re-directed to another fax machine during fax retrieval
- Fax-on-Demand for guests to access information on hotel promotions and activities
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| FCS Mini Bar |
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FCS Minibar, module of FCS Voicemail
Convenient and accurate way to update minibar usage
FCS recognizes the importance of revenue centers in a Hotel environment. Minibar is another means in which a hotel can capture revenue from the guest. By expanding the FCS WinVoice (Voice Related Solutions) functions, such revenue can be captured and posted to the FOS via FCS WinSuite through the use of any hotel phone.
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| Feature List |
- Itemize entry to the system. No more need to perform any calculation and no more human error.
- Only authorized user can gain access into the system
- Can configure to add other charges to the item being consume
- Can configure to either post total amount or itemize detail to FCS WinSuite.
- Able to generate report for the minibar consumption
- Can configure the system to accept posting for a vacant room.
- Able to repeat the item that the user had entered.
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| FCS Connect |
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FCS Connect is an Express Service and Task Management Solution that enables the automation of the receiving and dispatching of guest requests across all departments within a Hotel. This is achieved through a sophisticated application that seamlessly interfaces to your PABX, PMS and your internal communication devices eg Pagers, DECT Phones, Mobile Phones, and Wireless PDA’s.
FCS Connect significantly reduces response times to guests and ensures that jobs created in the system are tracked through to completion and will escalate to supervisors and department heads if they are not completed on time. This enables department heads to closely monitor the productivity of staff and resources and also facilitates a deeper understanding of guest behaviour in your property through tracking and reporting on the requests during their stay.
FCS Connect also offers a number of optional modules including – Duty Manager Log Book (an automation of the Duty Manager Log Book that enables all hotel events to be easily recorded, stored and emailed to relevant personnel), Concierge – Baggage Management (a tool that enables the creation and tracking of tasks associated with the delivery and collecting of guest baggage), Transport Management (booking and inventory management tool enabling the management of transportation services offered by the Hotel and the charging of such services to guest accounts), Parcel Delivery (tool to track the receipt and delivery of guest parcels including courier parcels and airline tickets), Courtesy Call (Guest satisfaction monitoring tool that enables properties to build a database of guest comments and service satisfaction ratings) and Ad-Hoc and Group Messaging (tool that enables pre-defined and free text group broadcast messages) that have been developed to stream line hotel communication, increase efficiency and enhance guest service.
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