Travelwise is one of the largest and stable travel agencies of Dominican Republic. In addition to traditional travels, they offer outer space journeys with Virgin enterprise.

Company

Travelwise

Country

Dominican Republic

Case proposed by

Aiatek (Elastix Gold Reseller)
Responsible: Alfio Muñoz - ECE

Initial situation

They have a Digital server Nortel with one T1 and 20 extensions.

Request

The company wants to fulfill the following requirements:

- Billing call control
- Remote extensions (the main executives are always traveling)
- Effective attention and treatment for all incoming calls
- Integration with SIP suppliers to acquire DIDS from different countries
- Integration of fax service to their server
- To manage advance reports and metrics for a Call Center operation with several Dominican Banks.  
- The identification of the client based on the CID

Description of the implementation

For this implementation we use a PIV HP server with a 3.0 GHZ processor, 2 GB of memory, 200 GB of hard disk and 1E1/T1 Openvox card.

It was required that all the incoming calls will be answered by the receptionist and if the line is busy, it has to ring for only 10 seconds and then redirect to an IVR. The calls must be attended by any user when it has been transferred from the reception to some other department.

The company has 11 departments, so each department has a Hunt Group that has also the receptionist extension included in order to get all the incoming calls without loosing any of them.

The implementation was supported with Vtiger CRM features to allow the registration of clients in a data base for clients’ identification purposes at any moment.

There were performed 6 different IVRs in order to manage the incoming calls. The first 2 IVRs where design for working hours, one in Spanish and the other one in English; the next 2 IVRs for non working hours one in Spanish and the other in English and the last 2 where programmed for holidays, one in Spanish and the other in English (this last 2 where previously programmed at the beginning of the year)

The IVR of non working hours has an option that let the client leave a message in an emergency case. This message is sent by email to the person in charge of solving the problems that occurs at non working hours. This person has a mobile phone configured to receive these emails at all times.

The implementation included also the setup of a SIP trunk provided by Vonage. This service allows the client to make unlimited calls to the United States, Canada and Europe by paying a monthly fixed price. A DID with a United States telephone number was also configured in order to receive calls from clients around that country.

Other important configuration was the integration of two mobile phones to the Elastix using a GSM gateway; this will allow redirection of outbound calls to mobiles through the gateway.  This was crucial because Travelwise has a corporate mobile phone service with a free rate for internal users.

Implementation of the Call Center

The travel and vacation packages among others, can be payed and acquired in different Banks in Dominican Republic.  In order to make this possible, the banks involved in this system signed an agreement to redirect client calls to the Travelwise Call Center giving them the responsibility  manage and control de the information supplied to final clients.

Part of the conditions established for this service includes the measurement under some advance reports and metrics for Call Center such as: abandoned calls, logout report, calling report, total number of abandoned calls, etc.

The Call Center module was installed with a combined metrics provided in Asternic and some personalized reports by Aiatek in this way, the Banks demands were covered.

Number of concurrent calls

100 concurrent calls

Number of users

There are 32 users all with Linksys IP phones with SIP protocol.

Telephony integration

The implementation includes a T1 line plus 3 ATAs used as extensions credit card charging.

It also has a SIP trunk with Vonage for telephone service in the United States.

Especial characteristics

Creation of customized reports for the Call Center module.

A2billing configuration as a control action and the creation of pre-paid cards.

Modification of the Vtiger configuration files to execute the Pop Up  window for an incoming call.

Conclusion

Travelwise has reached a high service level that could only be possible by investing in a software and new infrastructure at a higher cost.

Initial investment

USD$15,000 Dollars

Cualitative Benefits

Improvement in client service

The personalized treatment has increased considerably and has become an excellent benefit for this type of businesses.

Direct negotiation with the banks. As a result this means direct business and capture of new clients.

The clients calls will always have a personalize treatment just as the Travelwise executives always wish.

Cuantitative Benefits

Major income increase due to the finance deal with the banks.

Saving costs in international calls.

Easy access for the clients to make calls at no cost.

Final conclusion

Elastix allows to create a high and complex implementation in a easy/simple way to administrate.