Costa Cruises was previously equipped with a voice-based infrastructure on a different set of local exchanges directly connected to the traditional telephone network. Although these guaranteed basic telephone services, they did not allow the various systems used by different locations to be integrated and originated high costs both in terms of telephone company rates and maintenance and management.
In less than six months, Italtel migrated Costa Cruises’ system from TDMto VoIP, linking the company’s headquarters in Genoa to its offices in Paris, Barcelona and Madrid.The new infrastructure allows employees to access additional messaging tools such as videocalling, videoconferencing, instant messaging and a centralized address book, improving individual productivity and saving time.
Roberta Rabino, Vice President, Head of Enterprise & Public Sector at Italtel, said: “We are extremely pleased that one of the major companies in the cruise industry has selected Italtel for its migration project. Costa Cruises recognized that we are pioneers in migrating voice, data and video traffic over IP. Our experience and professionalism to successfully implement projects in a short time, without disruption, has been imperative to our role in renewing the communications network.”
The new VoIP platform has been integrated into the existing call center,centralizing management of all telephone routes and allowing common access to the Public Switched Telephone Network (PSTN) both for the contact center, which is located in the headquarters, and the European offices. Italtel will now extend this renewed communication service to the remaining offices (Shanghai, Miami, San Paolo, Buenos Aires) and to the Costa fleet of ships.
Throughout the project, Italtel has ensured total continuity of service for all call center activities, including bookings addressed to Costa Cruises’ customers.
The implemented solution uses Cisco Unified Communications and Collaboration (UC&C) architecture, based on Cisco Unified Communications Manager, which consists of two clusters. The first is devoted to managingphones in Costa Cruises’ European offices, while the second – with SME function (Session Manager Edition) – centralizes the routing and VoIP connectivity, including for the offices, call center, other group companies and, ultimately, all ships in the fleet.