VoIP slashes call costs for restaurant delivery service

Stan Beer
Tuesday, 17 May 2005 04:30

Business IT - Technology

Communications software specialist, Avaya, has implemented an IP telephony solution for Australian restaurant delivery service, Moving Menus, in a deal which is claimed to slash call costs for the SME by 80-90%.

Moving Menus has deployed Avaya’s small business IP telephony application suite to network its Melbourne call centre with its Sydney operations.

Moving Menus publishes and distributes over 1.2 million menu books yearly throughout Sydney and Melbourne.  The company delivers hundreds of meals nightly from around 500 restaurants to residential, corporate and hotel customers. 

The Avaya suite includes a module that builds an IP virtual private network (VPN) between the Sydney and Melbourne operations.  Calls from Sydney which are routed to the Melbourne call centre via VoIP technology travel as local calls, reducing inbound call costs.

The new IP Telephony network is deployed across 30 extensions in Melbourne and 10 in Sydney.  Moving Menus handles up to 700 customer calls per night from either Sydney or Melbourne on its 1300 telephone number. Although all initial calls, regardless of origin, are routed to Melbourne, customers calling from Sydney only incur a local call cost. This enables staff at the Sydney call centre to handle follow-up inquiries and administrative issues.

“As Australia’s largest restaurant delivery service, the phone is our most mission critical tool and our largest cost,” said Michael Campbell, Moving Menu managing director.  “By making a move to IP Telephony we have at once slashed costs and increased efficiency through the added functionality IP Office provides.”

The solution, implemented by Avaya reseller GlobalTalk, provides real-time network visibility between the two operations, enabling all orders to be viewed by both call centres.