As one of the leading holiday providers to the German-speaking market, Frosch Touristik GmbH * (FTI Touristik) has based its continuing success on combining outstanding travel packages with excellent customer service. In an increasingly competitive marketplace, FTI Touristik is keen to deploy the latest technology to set itself above the competition.
In light of this, the company wanted to improve customer satisfaction yet further, while reducing costs and broadening its service offering.
Significant expansion through a programme of acquisitions had resulted in a disparate telephony infrastructure supported by legacy TDM-based PBXs. To improve efficiency, FTI Touristik was looking for a fully converged IP-based telephony infrastructure and contact centre. It was essential that the platform was 'LAN-agnostic' to ensure seamless integration with the company's existing data infrastructure.
Nortel provided an IP telephony contact centre solution based on the Nortel Communication Server 1000 and Nortel Contact Center Manager Server . This infrastructure supports Nortel IP Phone 2002s , 2004s and the Nortel Softphone 2050 . The Nortel Enterprise Media Gateway 1000B connects remote sites to enable virtual contact centre functionality. To provide a future-proof solution, FTI Touristik also invested in the Nortel Software Release Subscription Service .
Results & Benefits
- Cost savings of 25% enabled by a converged infrastructure which eases and simplifies management of the company's telephony and contact centre solution
- Improved financial planning with Nortel's Software Release Subscription as the organisation can predict costs for five years
- Enhanced service offering as skills-based routing means customers benefit from improved service with all calls are now automatically directed to the agent best suited to handle them
- Greater contact centre flexibility through the swift addition of non-agent staff to meet extra demand