CA S E S T U D Y CLEVER TELEPHONY INTEGRATION FROM INTELLICOM HELPS DIRECTORY SERVICES PROVIDER SURVIVE AND THRIVE INDUSTRY : BUSINESS SERVICES Pic l-r: Nicola Byrne, managing director, 11890 and Neil Wisdom, managing director, Intellicom 01 b u s i n e s s c h a l l e n g e 11890 directory enquiries is a business that has seen its fair share of digital disruption with the adoption of Google search on desktop and mobile devices. In a stagnant market with little growth, achieving greater operational efficiency was seen as the main focus of maintaining profitability for the directory enquiries business. Three issues were top of mind for 11890 management, i.e. reducing operational costs, boosting staff efficiency and enhancing service quality. These were the business challenges pre

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