Case Study: Abercrombie and Kent achieves global unified communications and improved customer service with Mitel

Embarks on a global journey with Mitel

Abercrombie & Kent (A&K) is a luxury adventure travel company operating in more than 100 countries with 48 offices across 23 countries and about 2,000 employees. Faced with a patchwork of locally sourced telecom systems, A&K needed a single, global communications platform to improve internal information sharing, raise customer service levels, simplify administration through standardized systems, enable centralized rollout and management, and cut communications costs.

A&K standardized on Mitel’s MiVoice Business with IP phones, MiContact Center Enterprise and MiVoice Enterprise Manager, rolling the solution out in phases and centrally managing systems from London. The deployment enabled automated call distribution and “screen pop” customer context for faster, more personalized service, a global directory and extension numbering, reduced international call and IT administration costs, and streamlined internal communications — with over 400 users already live and a full global rollout planned.

Abercrombie and Kent

Philip Napleton

IT Director