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Airline Flies High with Cloud Contact Centers

Cloud Contact Center Featured Article

Airline Flies High with Cloud Contact Centers

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October 01, 2015
By Maurice Nagle
Web Editor

Over the past several years, the airline industry has had a rocky road in terms of customer service. From making a monk lose his cool and breaking guitars to kicking Alec Baldwin off a flight for a Words With Friends addiction, the industry certainly traveled through some turbulence. All kidding aside, issues on a plane are one thing, but the customer experience begins with the first interaction and one airline making sure that first experience is exceptional moving forward is Etihad Airways.


This week, the Abu Dhabi-based airlines reached a five-year multi-million dollar deal with British Telecom (BT (News - Alert)) to leverage its cloud contact center expertise to improve customer service. BT utilizes a Cisco cloud contact center solution that will direct calls from over 40 countries to Etihad’s three contact centers and 450 multi-lingual agents.

Peter Baumgartner, Etihad Airways’ Chief Commercial Officer, explained, “We are always searching for new ways to raise the guest experience bar and this intelligent, reliable technology will help us achieve that by making a significant difference to our contact center management.

The solution offers features like call and screen recording, speech analytics and workforce optimization tools to aid the airline in its customer service efforts. It provides reporting on wait times and monitors a customer’s experience from start to finish ensuring a high standard for service.

Image via Shutterstock

Robert Webb, Etihad Airways’ Chief Information and Technology Officer noted, “This agreement aligns perfectly with our technology and innovation strategy of delivering a world-class digital guest experience by creating services that seamlessly integrate and personalize all guest interactions with the airline.”

It is always refreshing to see firms make that extra effort to provide customers with the optimal experience, and the cloud contact center model is quickly becoming the preferred method. The cost-savings, flexibility, reliability and functionality make it an option that is second to none.

You just learned about Etihad’s customer service efforts; what is your company doing? 




Edited by Kyle Piscioniere

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