Emirates signs deal with BT for global contact centre virtualisation
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Emirates and BT have announced a six-year deal, where BT will provide global contact centre managed services for the carrier.
This adds to a 2009 contract, where the airline consolidated its contact centres around the world onto a single, virtualised and globally managed platform using BT technology.
Through this new deal, BT will upgrade and manage the next generation of contact centre technology.
“The strength of the Emirates brand lies in delivering consistent, memorable customer service,” said Gary Chapman, president, Emirates Group Services and dnata.
“By investing in progressive, cutting-edge technology, we are enabling our contact centre teams to take our customer service experience to the next level, and at the same time enhance work efficiency and effectiveness. We have a good working relationship and experience with BT, and we are confident that their technology and support team is the right choice to support our expanding business requirements.”
To support its operations, Emirates runs seven global contact centres: in Dubai, Mumbai, Manchester, Guangzhou, Melbourne, New York and Budapest, staffed by more than 2,200 agents serving customers in 19 languages. Together, Emirates’ seven virtually integrated global contact centres support customers in 48 countries, handling an average of 35,000 calls and 6,000 emails per day. Calls are collected and routed through the cloud to an agent speaking the caller’s preferred language.
The new virtualised global contact centre will provide Emirates’ contact centre teams with added functionality such as latest Session Initiation Protocol (SIP) technology, enhanced multi-channel support, single desktop user interface to efficiently handle voice, email, web chat interactions and enhanced management Information dashboards.
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