The British Midlands International (BMI) airline has signed a deal with Avaya to install the supplier’s internet protocol (IP) telephony system.
BMI has deployed two Avaya IP Office 500 systems, along with SIP trunks, 150 IP handsets and Avaya Flare software for touchscreen unified communications on mobile devices. Also Small Community Networking gives intelligence to the system for internal calling.
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BMI has been able to link its two main sites – its headquarters at Donington Hall, near East Midlands Airport, and another in Aberdeen – with the system, as well as connect its 150 remote workers across the UK to the same phone system.
As well as internal communications, the phone system is improving BMI’s interactions with customers. The implementation of Contact Store helps with recording voice calls and improved training, while the Customer Call Reporter enables the airline to drill down to individual agents or queues forming in their system to get the most out of their team.
Shehzad Mahroof, head of IT at BMI, said: "It is critical for BMI to have a communications system that is essentially future-proofed and it was clear to us that Avaya IP Office offered the best of all worlds, with top-notch communications, easily networked systems and, most importantly, true disaster recovery options.”
“With Avaya, we now have the opportunity to best serve our customers and link in remote employees."
The system was installed by NT Voice and Data, who claimed the deployment led to no downtime for the airline’s communications systems.
“BMI is an excellent example of an organisation that understands communications are central to achieving its goals as a company,” said Simon Culmer, managing director of Avaya in the UK and Ireland.
“Avaya IP Office offers a system that can grow as the business grows and adapt readily to the needs of the company as well as the desires of its customers to ensure a smooth and efficient interaction."
The deployment took eight days, including the training-up of callcentre managers. Now BMI hopes to roll out the disaster recovery capabilities to more of its sites around the country to bring the company’s operations even closer together.