Clear Connections partner with American Holidays to deliver a new Avaya IP Contact Centre .

American Holidays is part of TUI Travel PLC, a leading international leisure travel group which includes Thomson Holidays, First Choice Holidays and many other major tour operators.

American Holidays approached Clear Connections to design and implement a sophisticated multi site and multi  jurisdictional solution mainly providing  and inbound contact centre for up to 200 users.

From the outset Clear Connections worked closely with the technical and business staff of American Holidays to fully understand their requirement which included;

• Multi Site Flexibility
• Maximum Resilience
• Reporting/ Web interconnects
• Scalability (up and down for campaigns and general expansion)
• Drive Cost Savings
• Improve Staff Efficiency
• Improve Customer Experience

Clear Connections produced a total communications solution design based around the Avaya ACM  which delivered on all of the client requirements. Upon selection of the solution the Clear Connections team worked closely with all parties throughout design, project management and implementation.

Ciaran Coakely, Head of IT at American Holidays, commented “This was a complex project to ask any supplier to manage as there were a lot of boxed to be ticked. I was extremely impressed with the knowledge and adaptability of the Clear Connections team who worked closely with us to devise and deploy the most appropriate solution.  We needed maximum assurance on resilience and flexibility and were very happy with the solution that has been implemented. We continue to have an excellent working relationship with the team at Clear Connections who are always on the other end of the line when needed”.