Travel firm TUI's luxury
travel division has upgraded its call handling centre to provide
100% uptime with complete call recording, archiving and retrieval
to ensure that it does not miss a sale because of a dropped
call.
Sabio, a specialist contact centre systems integrator, beat BT
to supply the Avaya Communication Manager-based upgrade. Sabio will
integrate TUI's existing Verint Impact 360 full-time call recording
and quality monitoring capabilities with the new system.
The system replaces an older Avaya Index telephony platform. It
will support more than 250 TUI contact centre agents at the
company's Crawley customer contact centre, as well as some 50
"seats" for home-working agents.
