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.