Engineering Hospitality: How Agilysys And Lumen Built A Scalable Network For Guest-Centric Innovation

Known for their relentless focus on hospitality innovation, Agilysys has long stood out for delivering technology that transforms the guest experience. Serving a diverse range of environments, from luxury resorts and cruise lines to campus dining and senior living, Agilysys delivers cloud-native platforms that unify property management, point-of-sale, inventory and guest engagement systems.

With a customer base that spans the globe and a reputation for being “Serious About Service™”, Agilysys is not just a software provider—it’s a strategic partner to hospitality brands seeking to elevate every touchpoint of the guest journey.

“Hospitality is a ‘zero disappointment’ industry. One negative experience can overshadow nine positive ones,” said Juan Ayala, Director of IT Infrastructure at Agilysys.

To sustain innovation and meet rising guest expectations, Agilysys recognized the need for a modern, scalable network capable of supporting their evolving digital ecosystem.

Legacy limitations and the need for change

Agilysys faced mounting pressure to modernize their network infrastructure. Their legacy time-division multiplexing (TDM) infrastructure was nearing obsolescence. Decommissioned components and unsupported critical switches introduced latency, inconsistent internet speeds and operational disruptions—particularly during peak usage—jeopardizing customer satisfaction and brand reputation.

These limitations became increasingly problematic as Agilysys expanded their reliance on cloud services, real-time analytics and AI-driven guest experiences.

To support initiatives such as Microsoft Teams migration and AI-powered personalization, Agilysys required a network architecture that could deliver low latency, high availability and elastic scalability.

Smart connectivity at scale

To modernize their infrastructure, Agilysys partnered with Lumen to deploy a suite of high-performance, secure network services tailored to the hospitality sector.

Lumen implemented MPLS and Dedicated Internet Access (DIA) to connect Agilysys’s primary data center with their Azure cloud environments, supporting reliable software delivery. At their Georgia facility, Lumen introduced Network-as-a-Service (NaaS) with Internet On-Demand (IoD), providing bandwidth to scale dynamically from 100 Mbps to over 1 Gbps based on real-time data.

“During our data transfer from our colocation facility to AWS, we utilized IoD to increase bandwidth to 2 Gbps,” said Ayala. “This ensured efficient transfer and minimized impact on users despite full circuit utilization. The high throughput allowed us to overcome several challenges efficiently.”

The consumption-based NaaS model has proven essential in managing fluctuating bandwidth needs without over-provisioning. It also serves as a cost-effective backup internet connection at the Georgia site. “We used Lumen NaaS in our Flexential colocation as a backup for our main circuit,” Ayala added. “We appreciate the simplicity and ease of management it offers.”

The flexible architecture supports both standalone deployments and full integration with Agilysys’s end-to-end ecosystem. Lumen global IP provides secure, high-quality connectivity across locations, providing seamless collaboration and real-time data sharing.

“Having technology that enables safely collecting, analyzing and applying data to inform guest interactions—while also protecting data privacy—is essential,” said Ayala.

A scalable foundation primed for growth

Since implementing Lumen network solutions, Agilysys has achieved measurable improvements in performance, efficiency and IT focus:

• Operational agility: Latency and downtime have been significantly reduced, enabling faster data transmission and more reliable service delivery across all locations.
• Cost optimization: With NaaS and IoD, Agilysys can dynamically adjust bandwidth to meet real-time demand and avoid unnecessary expenses. “We can quickly adjust bandwidth for special events and then scale back to optimize costs,” said Ayala.
• Strategic IT focus: The improved reliability has freed up IT resources. “Lumen’s network has significantly reduced the time our IT team spends managing connectivity issues,” Ayala noted. “Now we can focus on innovation.”

The infrastructure also underpins Agilysys’s Serious About Service™ program, ensuring that customer-facing solutions are aligned with business goals and performance expectations. It supports real-time analytics, AI-driven personalization and seamless guest interactions—key to delivering on Agilysys’s brand promise.

“Lumen’s scalable infrastructure has allowed us to expand our network seamlessly as our organization grew,” said Ayala. Their infrastructure is now aligned with their vision of delivering intelligent, responsive and secure guest experiences.

“Our partnership with Lumen allows us to manage and scale bandwidth as needed, ensuring our infrastructure is future-ready and responsive to our dynamic needs,” said Ayala. “With global availability, this collaboration supports our ongoing growth and success.”

A future-Ready network built for hospitality

Agilysys is actively investing in artificial intelligence to enhance personalization, optimize staffing and pricing, and drive operational efficiency. “Investing in innovative solutions equates to investing in competitive advantages and investing in staff and customer expectations,” said Ayala.

With real-time data secured by the Lumen IP backbone, Agilysys powers predictive analytics and intelligent guest services. “We’re using AI to forecast demand, manage inventory and tailor offers based on real-time behavior,” Ayala explained. “Lumen’s network ensures we can do that reliably and securely.”

This strategic shift has positioned Agilysys for long-term scalability and growth. “Hospitality organizations must upgrade their technology capabilities to meet evolving consumer expectations or risk falling behind,” Ayala emphasized.

Looking ahead, Agilysys plans to expand their AI capabilities to support personalized guest experiences, dynamic pricing, intelligent staffing and more sustainable operations. Lumen remains a critical partner, providing the secure, scalable infrastructure needed to support AI workloads and global data exchange.

“With this foundation, we’re building a future where every guest interaction is informed, intentional and impactful,” said Ayala.

To learn more about Agilysys’s transformation, read the full customer success story.

Visit our customer story library to learn how organizations in virtually every industry are achieving their business objectives.

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