Cisco answers the call of the sea

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.