Case Study: The Travel Team achieves centralized, scalable hosted VoIP and improved contact-center performance with InterCall

Hosted VoIP makes scaling and managing phone system easy

The Travel Team, a 100-employee travel management firm with eight U.S. and Canadian offices, faced growing pains as it expanded: separate PBXs and multiple vendors made call transfers, contact-center performance and phone-system management difficult, fragmenting IT and limiting how teams were built and where staff could be located.

West IP Communications implemented a hosted VoIP solution on a managed MPLS network with Cisco hardware and the ICC hosted contact-center platform, adding full UC features like visual voicemail, voicemail-to-email and four-digit dialing. The move centralized management and eliminated multiple vendors, reduced IT burden, improved contact-center reporting and SLAs, and enabled hiring and team-building based on skill rather than geography while extending client availability.

The Travel Team

Joel Cristall

VP of strategic technology