Mitel IP Contact Center Solution Drives Tur Bus Chile Success

    Country's largest transportation company adds Contact Center Solution in
    phased migration to IP Communications

    SANTIAGO, Chile and OTTAWA, March 28 /CNW Telbec/ - Mitel(R) is helping
Chile's largest passenger transportation company to harness the full value of
its network by adding an IP communications platform and sophisticated IP
business applications. Tur Bus recently started the penultimate phase of its
voice network migration to full IP with the addition of Mitel Customer
Interaction Solutions, SIP trunking and the deployment of more than 1,200 IP
    Tur Bus selected the highly flexible Mitel 3300 IP Communications
Platform (ICP) to inter-operate with its legacy phone systems to allow the
family-run company to protect its existing investment and ease its migration
to new technology. The company first focused its implementation on pockets of
the business that would deliver the greatest payback. Tur Bus has more than
6,000 employees, 1,200 buses and 30 company-owned bus terminals distributed
over 6,435 km stretching from Arica in the North to Punta Arenas where the
land ends in Chile's South. The 3300 ICPs can be seamlessly networked to serve
locations across the country making it a cost-effective solution for small
branch offices.
    Beyond the cost savings and employee productivity improvements realized
in the first phase of the deployment, the continued migration to IP has
allowed a vast improvement in Tur Bus' customer service according to Chirstian
Marin, general manager of EGT, a Tur Bus technology subsidiary.
    "There are evident cost savings related to simplified management and
reduced operating costs when migrating to IP," states Marmn. "But more
importantly, the integration of applications such as distributed reservation
call centers that operate as if they were in one location help us respond more
quickly to our customers' needs and provides additional justification to
accelerate our migration to IP."
    The recent completion of the migration's second phase has enabled the
connection of the Mitel network to other systems in the Tur Bus network via
Session Initiation Protocol (SIP). Tur Bus also implemented the Mitel Customer
Center Solutions to complement its computerized reservation system that
connects sales offices throughout Chile. With the same secure telephony
services as headquarters, the solution ensures calls are evenly distributed
based on which agent has been idle the longest irrespective of their physical
proximity to the originating call and/or other agents in the group.
    "Tur Bus Chile has demonstrated a high level of sophistication in all
areas of its technology to ensure the highest level of efficiency and
effectiveness in customer service," said Jose Lazo, Mitel's regional manager,
southern cone. "Mitel is proud to have been selected as a strategic business
partner to implement business enhancing applications."
    Implementation of phase three increased the number of IP phones to some
1,200 earlier this year and will be followed by a national rollout to 25
company locations with a blend of desktop and mobility phones that enable the
seamless convergence of in-building wired or wireless networks with mobile
cellular-based networks.
    Comunicaciones Switch, Mitel's partner in Chile, led the ambitious
project with a dedicated team that worked closely with EGT from vendor
selection, initial planning and design through to implementation and support.
    "Tur Bus was looking to implement IP communications in a controlled four
phase rollout requiring that the chosen solution coexist with existing systems
found throughout the company's many sites," said Heriberto Covarrubias,
general manager of Switch Communicaciones. "Mitel provides a seamless and
gradual migration path from legacy voice systems that allows Tur Bus to
transition to a converged IP-based communications system according to their
    Mitel's partner in Chile, Comunicaciones Switch, has been providing
telephony and IT solutions for more than 15 years in the Chilean and Latin
American markets. The Enterprise division provides Contact Centers and call
automation solutions to companies and organizations that need to modernize
customer services, upgrade their operational network and make them more

    About Mitel

    Mitel, a leading provider of unifying IP communications solutions and
applications for business customers, is headquartered in Ottawa, Canada, with
offices, partners and resellers worldwide. For more information, please visit

    Mitel and logo are registered trademarks of Mitel Networks Corporation.
    All other trademarks are the property of their respective owners.

For further information:

For further information: Media and Analyst Contacts: Paul Goyette, (613)
592-2122 x.2188,; Alex Anderson, (613) 592-2122 x.2107, (industry analysts)

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