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The Swedish company Birka Cruises is transporting 1300 cruise ship passengers every day. Most customers buy their tickets via the contact centre, which is receiving 600,000 phone calls a year, with peaks during the summer. It is obviously extremely important that the telephone technology of Birka Cruises works smoothly all the time. When the organisation decided to increase the effi ciency of the contact centre, it teamed up with Telindus. They installed a new telephony system that is much easier to manager than the old one. This results in a faster and better service for Birka’s customers.