Imagine Cruising began working with Intuity when its Royal Wootton Bassett office needed a telephone system for seven sales agents. As the business expanded, the communications environment had to grow with it.
The company has since developed into an international operation with more than 260 employees across seven locations. Intuity has supported the voice, contact-centre and recording environment throughout that growth.
The challenge
Imagine Cruising needed a platform that could support new offices and an increasingly sophisticated sales and customer-service operation. Requirements included PCI-compliant call recording, contact-centre functionality, quality monitoring, application integration and flexible working across international locations.
The solution
- Avaya IP Office communications platforms.
- PCI-compliant call recording.
- Contact-centre and quality-monitoring functions.
- Third-party application integration.
- International hot-desking while retaining DDI, voicemail and hunt-group settings.
- Local call breakout to control international call costs.
Cape Town deployment
When the Cape Town office was brought into line with the wider group, the project included Avaya IP Office, contact-centre functions and call recording. The local data network also needed changes to support Power over Ethernet, voice VLANs and Quality of Service.
The local SIP provider had limited Avaya experience and had not formally certified its service with the platform. Intuity arranged controlled out-of-hours testing against the existing service and worked through the configuration until a stable setup was verified.
Protecting the go-live date
A separate supply issue emerged when ordered handsets had not arrived shortly before go-live. Replacement stock was sourced through another Avaya partner to protect the timetable, and the additional equipment cost was absorbed rather than passed to the customer.
The result
- The Cape Town office went live on the planned date.
- Customer service remained operational.
- PCI-compliant recording and contact-centre functions were introduced.
- The local SIP service was successfully integrated.
- The wider platform continued to support international hot-desking and local call routing.
Imagine Cruising’s key requirement was that customer calls should not be lost. The project was delivered despite technical and supply-chain issues while maintaining normal customer-service operations.
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