World Travel

Wherever they are in the world and no matter what time it is, clients of World Travel Inc. can count on being able to phone in and reach a customer service representative specifically assigned to them and personally familiar with their travel requirements.

The company's rapid growth and determination to maintain its high quality of personal service created new challenges. Those challenges were solved with a IP-based unified communications solution from Mitel®.

About World Travel Inc.

Type: Professional travel management company
Location: Douglassville, Pennsylvania, U.S.
Configuration: Five main reservation centers, plus more than 60 remote locations
Staff: 450
Website: www.worldtravelinc.com

Customer’s Needs

• A robust, reliable communications platform for a contact center environment in multiple regional and remote teleworker locations
• An easy way to flow calls to each client’s dedicated agents
• A teleworker solution to allow agents to work from their homes
• Four-digit inter-office dialing
• Call reporting capabilities to provide detailed reporting for customer Service Level Agreements (SLA)

Solution Components

• Mitel 3300 IP Communications Platform (ICP) deployed in five sites
• Mitel Enterprise Manager
• Mitel Teleworker Solution
• Mitel Customer Interaction Solutions

Results

• A flexible communications system to enhance the company's business model
• Calls can be flowed efficiently to each customer's dedicated agents in various locations
• With agents working from home, the company can hire the best-qualified people regardless of location
• Savings on real estate costs as the need for additional office space is eliminated
• Calls can be transferred between sites more easily
• Long distance calls cost savings
• Call reporting capabilities have helped secure key clients