As the “Original Isle of Wight ferry operator,” Red Funnel Ferries operates 30,000 sailings annually between the UK mainland and the Isle of Wight, 365 days a year, 24/7.

The company carries 3.2 million passengers and 700,000 vehicles per year and apart from ferry travel, customers can book hotel and holiday accommodations, attractions, festivals and events through Red Funnel.

Customer service is a key part of their business, requiring a fully featured and reliable phone system and contact center. Red Funnel’s contact center handles inbound customer service, support and sales across a wide range of interactions that include enquiries, bookings, holiday packages and more.

Going beyond voice-only interactions, the contact center also routes and queues email enquiries as well as social media interactions. For example, the company delivers social customer service via Twitter interactions on the company’s @redfunnel and @rf_travel news feeds.

When the company’s Cisco Call Manager and voice-only contact center solution approached end-of-life, the company realized that it was not only time for an upgrade or replacement in order to future proof the infrastructure, they also wanted to improve the system’s resilience and enable their ability to interact with customers via multiple channels, including social media.

After evaluating various solutions, Red Funnel installed a Mitel MiVoice phone system throughout the organization, including the headquarters and terminal areas, and deployed Mitel MiContact Center for its contact center agents.

“The Mitel solution was chosen for its ability to integrate solutions that met our business objectives, from flexible workflow management to social media integration and recording functionality, all of which assists our vision to supply a framework that meets our customers’ needs.” — Chris Elliott, Red Funnel’s Contact Center Manager

To find out more about the technology that Red Funnel Ferries deployed and how those tools changed the business, read the original UC Strategies article Red Funnel Ferries Moves to Multimedia Contact Center to Improve Customer Service by Blair Pleasant.


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