Austravel Extends Its Reach With SMARTCALL

16th Sep 2003

Austravel, the specialist provider of flights and holidays to Australia, New
Zealand and the South Pacific, has selected the Mitel Networks 3300
Integrated Communications Platform (ICP) solution from SMARTCALL
, a Mitel
Platinum Solutions Partner, as the new communication solution for its branch

Utilising Voice over Internet Protocol (VoIP), the critically acclaimed
Mitel Networks 3300 ICP supports over 500 telephony features with simplified
Web-based system management plus a range of embedded applications including
voicemail, auto-attendent, ACD and 802.11b wireless gateway.

With nine branches across England and Scotland, Austravel has initially
networked two 3300 ICPs between the Bristol and London offices, allowing the
company to fully utilise their resources and manage call traffic by
seamlessly transferring calls between offices and enabling them to adapt
call routing to suit their needs as and when required.

“Our branches have to cope with a high volume of calls,” said Craig Howard,
IT director at Austravel.  “The 3300 ICP solution from Mitel has the
scalability, functionality and resilience we need to manage our agents’ time
effectively and respond to our customers’ needs efficiently.  Implementing
the system from SMARTCALL has seen our lost call rate reduce by 11% and we
have saved approximately 10% in operational costs.  The Mitel Networks
solution is a key part of our communications infrastructure, it has been a
cost-effective investment.”

One of the main benefits from the solution is that Austravel now has a
virtual contact centre, providing a global view of the business, resulting
in improved management capabilities. As Howard explains: “The overall effect
of the technology package delivered by SMARTCALL is to increase customer
service.  The solution has given Austravel a benchmark for best practice
which will help to drive further improvements in how the business operates.”


The Mitel Networks Solution from SMARTCALL will become the standard
telecommunications infrastructure for the whole Port Philip group of which
Austravel is part.  Plans are in place to implement the solution in several
more locations, allowing more of the group access to the business benefits
VoIP has to offer.


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