Customer
A large European Airline

Scope of Requirements
Customer call collection in 80+ countries via standard in-country numbers (PSTN / Toll Free / Revenue generative numbers)

International and domestic transport of calls to be delivered to 8 main call sites 100 million minutes per annum.

All call centres to be virtualised (acting as a single entity).

Network Voice response service providing callers with a menu or fully automated services

Caller information to be captured at a network level to provide agents with a screen pop of the customer profile with the call (using integration with Airline databases)

A single ‘mission control’ enabling administration of all call routing (dynamically), real time management, monitoring and reporting.

Solution Provided
Collection numbers in all 80 countries (APA, EUR, NAM, SAM, MEA)

CRM database integration with Call Centre ACD’s and Back Office system

A network level routing engine to realise business rules and customer service levels, and a state of the art Network voice Response system providing speech recognition and integration and control via Voice XML.

IP Telephony solution at the 2 new locations.

Financial Benefits
Performance enhancement of agent population via virtualisation in unison with Work Force Management combined with reduced telco costs to accrue a project saving of circa U$15+ million pa.

The cost was circa 45% less than comparable IDD call made via existing PABX, including

Uniform, 7x24x365 customer interfaces tailored towards key customer segments including, VIP customers, Travel Bureau, specialist concessionaires and the Web.

Risk share undertaken as the whole solution delivered at a set tariff circa U$10 cents per minute, worldwide. This included all services related to the solution; Call Collection, Transport, Data Network, Systems Integration, CTI hardware /software, Implementation and Installation costs, Professional Services (project management, developers, etc.,)

All IP-PBX hardware, software licences and annual maintenance