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Avaya/Carousel Case Study: Collette Vacations
An award-winning tour operator achieves outstanding productivity and customer service with Unified Communications powered by Avaya.
Pawtucket, Rhode Island—“Hassle-free” tours are the kind of travel that Collette Vacations offers its customers—whether they are visiting the pyramids of Egypt, the Great Wall of China, the harbors of Antarctica, or anywhere else on the seven continents.
But what about communicating with the company? That, too, is an area where Collette Vacations insists on top-notch, hassle-free service for its customers. Avaya technologies help the company realize that vision. Customers are routed to sales people and live agents in the United States, United Kingdom, and Canada with first call resolution on most contacts. Tour managers around the world can stay in close touch with the home office. Staff members enjoy the efficiency of Unified Communications, which improves their productivity and job satisfaction. And that’s only the beginning…
“Carousel provided excellent planning and implementation services. They recommended activating the IP infrastructure and contact center applications first, then moving on to integration with the Microsoft Office Communications Server. This was good advice, because it might have been more confusing for us to train on everything at once. As it turned out, the process went very smoothly from beginning to end.”
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