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Established in October 2003, SIME Travel Singapore is one
of the nation’s most successful travel agencies with a
history going back more than 30 years. It’s comprised
of four divisions with 70 percent of its business coming
from corporate business,
SIME Travel has grown tremendously since its opening,
with a corresponding increase in the number of calls
from its corporate clients at its contact center. Its
old telephony system was unable to keep up with the
increasing call volume. Without the option to upgrade
the outdated technology, SIME needed a new contact center
solution with advanced industry-standard features to
handle growing customer demand and reduce its cost of
operation. It took the opportunity presented by an office
relocation in November 2004 to modernize its infrastructure.
SIME decided to invest in an Avaya IP Contact Center
Solution because of its scalable, feature-rich IP solution
which addressed its requirements for a complete scalable
contact center with advanced business-critical functions
such as reporting. The IP telephony capability of the
Avaya solution also enabled SIME to deploy recovery
measures in the event of disasters.
With the new Avaya solution, SIME is enjoying tangible
cost savings, with reduction in cabling costs. MACs
(moves, adds and changes) and ISDN charges have been
cut by half, and hardware maintenance by 30 to 40 percent.
In addition, SIME spends less time and money training
employees to use the system on its intuitive and easy-to-use
interface. Customer service is visibly improved as they
can now attend to more calls, reduce waiting times,
and retrieve information much quicker. With a streamlined
workflow, SIME also enhanced operational efficiency
by over 50 percent.
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