We centralised Trailfinders‘ Mitel system, bringing together all the locations into a single instance situated in the cloud. Implementing SIP technology and CTI enabled call routing, enhancing the customer experience with a fully resilient solution.
The system amalgamates all locations, providing centralised management and control, whilst removing hardware and simplifying the technology used in the travel centres. This removed the burden on IT resources and the costs associated with managing 29 individual contact centres.
Thanks to resilient architecture being fully redundant across two data centres, through automatic failover routing and SIP technology, Trailfinders never have to worry about missing a call again.