Western Isles ferry operator Caledonian MacBrayne has
rolled out a Cisco call management system and business intelligence
software from Cognos.
The company's information services manager Malcolm Macleod said
the technology had improved efficiency.
The system pools incoming passenger calls to customer advisers
based across the ferry operator's 18 port offices. Offices
previously only answered calls about their individual services; now
they can combine resources and answer more calls, said Macleod.
