Case Study: Apple Vacations achieves a unified, remote-capable call center with Evolve IP

Evolved Call Center unifies Apple Vacations workforce

Apple Vacations, a long-established travel operator based in Newtown Square, PA, was held back by an aging, on-premises telephony and call center system that was hard to program, relied on only a few specialists, and offered limited, inaccurate reporting. Operating two separate call centers with distinct routing needs meant they couldn’t share staff or balance loads, and they needed a hosted solution to enable remote work, better forecasting, and easier administration.

Evolve IP implemented a cloud-hosted Evolved Call Center and phone system, giving Apple Vacations location-specific routing, self-service tools for administrators, and 16 pre-configured reports plus customizable dashboards. The move eliminated significant CAPEX and telecom line costs, unified staffing across locations into a 60-person remote-capable workforce, improved forecasting and scheduling, increased productivity and customer satisfaction, and added proactive monitoring and automatic failover for greater reliability.

Apple Vacations

Shannon McCain

Resource Development Manager