Expedia Cruises Oakville VoIP Upgrade

Migrating Expedia Cruises Oakville to TelCloud Flex Hosted VoIP

Expedia Cruises Oakville is a franchise location of one of North America's largest cruise and vacation retail networks. The business operates with a mix of in-office staff and a large team of independent sales agents who work remotely, frequently traveling on cruise ships and to destinations across the Caribbean and beyond. A reliable, flexible phone system is essential to how the business operates.

Challenges

1. The existing system lacked call center capabilities, routing, and agent management.
2. No softphone capability; agents had to be at a physical desk phone to make or receive calls.
3. Remote agents working abroad had no way to connect without incurring expensive roaming and long distance charges.
4. Calls forwarded to agents' personal cell phones ended up in personal voicemail with no record in the business system.
5. The owner had no reporting, no call statistics, and no visibility into whether remote agents were active or handling calls.
6. No call recording for quality monitoring, coaching, or client interaction records.
7. No voicemail-to-email, meaning messages had no reliable way of reaching agents who were traveling.
8. Incoming leads had no structured routing or queuing.
9. Replacing existing Grandstream desk phones would have added unnecessary hardware cost.
10. The platform had no update path without additional cost or effort.

Solutions

1. Inline Communications migrated to TelCloud Flex with full call center capabilities, structured routing, agent management, and softphone support.
2. All 25 remote sales agents were set up with mobile softphone apps and personally trained by Inline staff.
3. Softphones configured over Wi-Fi allow remote agents to use the business phone system from anywhere in the world at no roaming cost.
4. Each agent was assigned a direct business extension; no more forwarding to personal cell phones.
5. The statistics and reporting module was deployed, giving the owner a full real-time and historical view of all 25 agents.
6. Call recording was enabled across the platform with a searchable archive.
7. Voicemail-to-email was configured for every agent with audio files and transcriptions delivered to inbox.
8. Call queues and inbound routing were configured to distribute leads systematically to available agents.
9. Existing Grandstream desk phones were reprogrammed and reused at no additional hardware cost.
10. As a fully hosted platform, TelCloud Flex receives automatic updates at no additional cost.

Benefits

1. Full call center capabilities with structured routing and tools to manage a distributed team of 25 agents.
2. Agents are no longer tied to a desk; full access to the business phone system from any mobile device.
3. Remote agents sailing anywhere in the world can connect over Wi-Fi with no long distance charges.
4. Every call is made and received within TelCloud Flex; nothing ends up in personal voicemail outside the business system.
5. The owner now has full visibility into the entire team in real time and historically.
6. Every call is recorded and stored in a searchable archive for quality monitoring and coaching.
7. Voicemail delivered to every agent's email as audio and transcription; no message goes unnoticed.
8. Incoming leads are distributed through configured call queues, eliminating unanswered calls.