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FTI Touristik

As one of the leading holiday providers to the German-speaking market, Frosch Touristik GmbH * (FTI Touristik) has based its continuing success on combining outstanding travel packages with excellent customer service. In an increasingly competitive marketplace, FTI Touristik is keen to deploy the latest technology to set itself above the competition.

Customer Need

In light of this, the company wanted to improve customer satisfaction yet further, while reducing costs and broadening its service offering.

Significant expansion through a programme of acquisitions had resulted in a disparate telephony infrastructure supported by legacy TDM-based PBXs. To improve efficiency, FTI Touristik was looking for a fully converged IP-based telephony infrastructure and contact centre. It was essential that the platform was 'LAN-agnostic' to ensure seamless integration with the company's existing data infrastructure.

Avaya Solution

Avaya provided an IP telephony contact centre solution based on the Avaya Communication Server 1000 and Avaya Contact Center Manager Server . This infrastructure supports Avaya IP Phone 2002s , 2004s and the Avaya Softphone 2050 . The Avaya Enterprise Media Gateway 1000B connects remote sites to enable virtual contact centre functionality. To provide a future-proof solution, FTI Touristik also invested in the Avaya Software Release Subscription Service .

Results & Benefits


If you have any queries or would like more information about any of the solutions outlined, please contact us or request a call back. Alternately, you can call us on 905 695 2237 or 877 336 7710 for more immediate help and advice.