Empire Cinemas is using voice-over IP (VoIP) to ensure visibility of customer services activity and improve resource management across a range of sites.

The cinema chain is using the Voicenet Solutions platform, supported by Cisco hardware, to support the head office and 17 nationwide branches.

Empire hopes to use the software to generate “substantial cost reductions” and improve handling of a high volume of customer enquiries and bookings received by phone.

Future plans to build on the system also include the implementation of new revenue generating number systems within the network.

“The financial benefits speak for themselves and were certainly a factor that could not be ignored,” said Empire Cinemas’ head of IT Julian Timm.

“We envisage we will save almost £100,000 over the first 12 months which includes substantial line rental, maintenance and call cost reductions."