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Airline Call Center Calls Up Genesys for Upgrade
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Airline Call Center Calls Up Genesys for Upgrade

November 25, 2014

  By TMCnet Staff

The latest news regarding Singapore Airlines indicates that its call centers are due for an upgrade. British Telecom (BT (News - Alert)) Communications recently announced that it has signed a contract with the airline to install a Genesys-based communications management service in Singapore Airlines contact centers the world over.

The product that Singapore Airlines will receive is said to be a joint product developed both by BT and Genesys (News - Alert). It is a multi-channel system that will allow contact center agents to interact with their customers in novel ways and provide them with improved customer service. Kevin Taylor, the president of BT for Asia Pacific, the Middle East, and Africa, expressed his excitement that BT was chosen to deliver the product that seeks to enhance Singapore Airlines' operations.

“Singapore Airlines is a global brand with an outstanding reputation, seeking to use technology creatively to deliver a great performance,” Taylor said. “We are delighted to have been chosen to help them bring together the very wide variety of channels of communication used by their own customers in a way that optimizes interactions and maximizes the quality of the experience for all parties involved.”

BT's announcement suggests that the new contact center software will provide Singapore Airlines with capabilities that agents could not otherwise have handled with their legacy contact center products. It supports a more intelligent call routing system and can handle multiple communications modalities, including voice, email, chat, mobile, social media, and Web channels. One benefit to customers is that the new product provides local access numbers for customers to reach contact center representatives. This is made possible through BT's Inbound Contact Global service.

Singapore Airlines has been busy improving its customer service this year. It recently launched its KrisFlyer Spree online shopping mall where its members can purchase clothing, accessories, and electronics and can redeem flyer miles to purchase flights or upgrade their packages. Users who purchase goods from the online store, which offers products from more than 2,000 brands, can earn miles applicable to Singapore Airlines flights.

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