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technology knowledge
transfer calls,” he says. “Plus, VoIP gives us
the same functionality across all sites,
‘SOPHISTICATED’
including hold music and
call recording.”
Both Northway
Bringing 50 homeworkers online to VoIP saved money and improved
Communications
communications capabilities, says Holiday Now’s Sue Dennis and Vertical Group
provide VoIP on a
CASE STUDY recording and the ability to route hosted platform
Holiday Now – the part-time, calls to individual agents based on – the technology is
homeworking division of Future their skills. This would have been run and maintained
Travel – employs around 50 too expensive to run out to 50 from their offices.
agents and, like Hays Travel, homeworkers through a traditional To connect to the
moved to VoIP in a bid to cut telephone system.” system, clients simply
costs associated with line Dennis says her agents didn’t plug VoIP-enabled
installation and rental. really require any retraining to use telephones (starting
“We’re now paying around £30 less a month the system, although managers did need some at £50 each) into the
per homeworker,” says general manager Sue operating tuition. “It’s very user friendly, and router boxes supplied
Dennis (pictured). “But that’s not all. We also has been so cost-effective that there are now by their provider.
have a much more sophisticated system with plans to move some of Future Travel’s other “As there are no
VoIP, including functionality such as voice divisions across to VoIP,” she adds. onsite installation
requirements,
this makes
agencies have more than one branch or call due to staff shortages or to train people, calls set-up costs very
centre, or where they employ homeworkers. can be instantly routed to another branch or low: typically
“VoIP allows you to route calls seamlessly to homeworkers.” under £250
from one location to another,” he says. “So if Worldchoice IT manager Mike Carmody for a basic Wireless headset for a VoIP
one retail branch has to temporarily shut agrees. “It’s really useful being able to phone system telephone system
17.04.2009 37
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