Apple Vacations Case Study
Apple Vacations onpremise telephony and call center platform was underperforming, had reached end of support, and was far too complicated to program basic operations such as call routing. Each of its two call center locations had unique call routing and custom reporting requirements, both of which changed fairly often.
Apple Vacations sought a Hosted PBX and Call Center solution that would enable employees to work from home and enable administrators to define custom call center rules and make changes easily.
Apple Vacations on-premise telephony and call center platform was underperforming and had reached end of support. It was not only dated, but was also far too complicated to program basic operations such as call routing. In fact, the company only had two people in the entire organization with the programming skills required to work the system – a clear business risk.
The company faced the same issues when it came to call center reporting. Only one person could program the reporting and they manually distributed printed reports each morning. Apple Vacations only had access to four real-time reports, and those did not accurately provide the valuable forecasting or scheduling the company required. Exacerbating the problem was Apple Vacations operation of two separate call centers in different states. Because their call center was premise-based, they essentially operated as two unique call centers that did not share staff and could not balance call loads across the two locations. Each of the two locations had unique call routing and custom reporting requirements, both of which changed fairly often. As a result, the company became less agile and efficient, and productivity suffered.