|
siptel penetrates further into the travel market with a brand new call centre
An innovative and highly successful international leisure travel group, operating in approximately 50 countries worldwide and employing 80,000 people globally, needed to develop a new call centre.
One of the largest tourism and services group in the world was looking to develop a new call centre. The travel company not only opened one of the biggest travel bureaus in the UK, they also had a back office and large flight call centre. siptel was selected to assist with the telecoms requirements for this new site and installed a 100 agent call centre, with an additional 40 back office staff, 16 front desk workers and 2 travel exchange bureau positions.
The leisure group needed a communications solution which was above all reliable, flexible and resilient. The Avaya Communication Manager solution fit their needs, especially with its feature-rich call centre functionality. The call centre is for flight reservations and is a critical hub for all sites and travel shops, across the whole group. The Avaya reporting package, CMS, would also be linked into the Genesys call centre suite of products, which provides call flow control and call centre statistics and monitoring. In addition, the solution was integrated into a call voice recording solution and Avaya Messaging.
siptel not only consulted for the technical requirements, they also planned, implemented, project managed, installed and trained on the new system. After the order was received, siptel had only six weeks to design and implement the solution. If the deadline was not met, no flights would have been booked so it was mission critical to the leisure group’s business that the telecoms were up and running on the go-live date.
The IT Manager for the group and IT Project Leader for the new venture commented, “siptel seemed the right choice from the outset: they had lots of experience in dealing with these sort of call centre environments and helped select the most appropriate IT solution for our needs. Not only was their consultative knowledge spot on, they made me feel like they had control of the project from the planning stage, right through to implementation, despite having to work to very tight time scales. It is rare to find such dedication and calm professionalism but siptel’s approach made the project flow seamlessly”.
siptel is currently working on other projects across the leisure group.
