VTX Telecom

Travel Agency

Flexibility and Simplicity Means Better Customer Support at No Extra Cost

BlueSky Travel is an international based company with sales locations in many major cities in the US and an affiliate office each in China and Hong Kong. BlueSky offers a wide variety of global travel packages to customers throughout the US and in Asia.  Each office is responsible for its local customer support and at the same time, take share in handling the Toll-free customer inquires and supports.

Challenges:

  • In order to stay competitive in the industry, BlueSky needs to extend its customer hotlines 24X7, but needs to restrain on the overhead
  • Share and exchange data effectively and securely, a secured network is needed to provide such safe ground

VTX Solutions:

  • Establish MPLS IP VPN to ensure a secured network
  • Deploy VoIP using IP PBX to first eliminate inter-office calling costs
  • Formulate a routing policy to help distribute inbound call cues and sequences amongst the different offices and time zones. Now Blue Sky is enabled to extend business hours without extra staffing costs, as each office will be able to cover for one another at different time zones. Call volume can also be distributed or adjusted accordingly to staffing capacity
  • vNOC, a web tool that allows Management to view and manipulate call volumes and status, modify routing policies, and perform other administrative functions effortlessly in real-time

This case study was created based on real scenarios with altered company name to create customer privacy.

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