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Luxury Cruise Center Launches Quickly, Builds Revenue WithCommunications System from Avaya

03-04-2003

A new Avaya communication system and customer contact center havehelped Luxury Cruise Center, Inc., quickly launch its new businessand build revenue, putting it on the path to become one of thefastest growing cruise and travel agencies in the nation.

A new Avaya communication system and customer contact centerhave helped Luxury Cruise Center, Inc., quickly launch its newbusiness and build revenue, putting it on the path to become one ofthe fastest growing cruise and travel agencies in the nation.

Sold and installed by North American Communications Resource(NACR), an authorized Avaya BusinessPartner, the solution forLuxury is based on the Avaya ™ IP Office solution with its CompactContact Center application. The solution delivers thesophistication of big-business communication to small and mid-sizedfirms at an affordable price. For example, Luxury is using the IPOffice's contact center capabilities — and its ability to quicklyroute calls to the appropriate agent — to deliver superior customerservice and boost revenues.

Luxury Cruise Center

Headquartered in Miramar, Fla., Luxury Cruise Center purchasessailing itineraries from major cruise lines and markets themworldwide through direct mail, email and outbound telemarketing.According to chief information officer Steve Collins, Luxury knewthe contact center its clients would call to book trips would bethe heart of its new business. The company wanted to launch thecenter quickly and to keep startup costs low — without compromisingon the features and scalability required for rapid growth.

"We needed a system that could handle the call volume weexpected, identify incoming callers and track contact data for us,"Collins said. He estimates that the Avaya IP Office Solution Luxurychose as the backbone of its new operation saved his firmapproximately $80,000 compared to the competing systemsevaluated.

Built on Avaya's latest advancements in converged voice and datatechnology, Avaya IP Office can function as an IP orcircuit-switched PBX and can support integrated contact centers anda host of other communication applications. With a capacity of 256lines, it also gives Luxury it the scalability required toaccommodate growth.

Quick launch boosts revenues
Collins worked with engineers at Avaya and NACR to configure theIP Office solution prior to shipping, which simplifiedinstallation. As a result, the system was up and running within twohours of its arrival.

Quick launch boosts revenues
Collins worked with engineers at Avaya and NACR to configure theIP Office solution prior to shipping, which simplifiedinstallation. As a result, the system was up and running within twohours of its arrival.

"The outcome was outstanding," Collins said. "The system arrived10 days after the order was placed and it was fully functionalwithin a couple hours after installation. Our contact center wasable to take calls earlier than we projected, and we immediatelystarted generating revenue. That beat our expectations and put usahead of our competition. In fact, we estimate that we were able togenerate more than $50,000 in additional first month revenue bygetting the system up and running a week earlier than we projectedor expected."

Reports improve customer service, drive marketinginitiatives
Avaya™ Call Center View software gives Luxury Cruise Center thereports the company needs to manage its 20-agent contact center anddeliver superior customer service.

"I'm able to track agents' strengths and weaknesses and routecustomer calls to the inpidual best suited to handle them,"Collins said. "I can even determine which cruise packages sell bestin particular areas of the country, giving our marketing departmentthe information they need to tailor future promotions."

In addition, easy-to-use graphical management tools allowCollins to administer IP Office from anywhere an Internetconnection is available, giving him full control even when workingremotely.

Integrating voice and data to improve contact center responsetimes
According to Collins, the company hopes to improve contact centerresponse times during the coming year by building a customerdatabase that can be integrated with its Avaya contact center. Oncein place, agents will be able to see "screen pops" containinginformation on incoming callers — from current order status totheir previous history with company — allowing Luxury to deliverbetter customer service in less time.

"Our average talk time is currently 10 minutes," Collins said."By integrating our call center and database applications, Iproject we'll be able to cut 15 to 20 seconds per call, allowingagents to service more customers during their shift. In addition,since agents will have more customer information up front, theservice that customers receive will improve even further."

About NACR
Headquartered in Eagan, Minn., NACR is an Avaya "Diamond Platinum"BusinessPartner with more than 230 employees at 55 locations acrossthe country. One of Avaya's largest and most successful dealersworldwide, NACR provides communications solutions throughout theUnited States, from design and implementation to service andsupport. The company represents the entire line of Avayaproducts.

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500®. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit the Avaya Web site: http://www.avaya.com.

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