27 Sep 2015 08:30
Etihad Airways has signed a five-year, multi-million dollar agreement with BT (British Telecom) one of the world’s leading providers of communications services and solutions, to virtualise its global contact centres. The partnership has enhanced the airline’s guest experience by reducing call waiting times, introducing new servicing capabilities, and providing services in 15 languages.
Based on a Cisco platform, the cloud-based contact centre
solution, BT Cloud Contact Cisco is enabling Etihad
Airways to seamlessly route calls from 40 countries to any one of 450 multi-lingual
agents available across its three contact centres in Abu Dhabi and Al Ain in
the UAE, and Manchester in the UK.
By making a single virtual entity of the UAE and UK contact
centre locations, the airline ensures that
receive high-quality service by automatically transferring calls to the right
agent with the right skills, irrespective of where the guest calls
from. In addition to improved service levels, this approach has significantly reduced
the average time to answer calls by more than 30 per cent.
Through its Cloud
Contact platform, BT provides a seamless end-to-end service for Etihad
Airways’ contact centres with many new capabilities including a new customer relationship system. It also gives access
to innovative technology from other suppliers such as Verint
that provide a variety of solutions to enhance the
airline’s guest experience further. Call and screen recording
improves quality control, workforce optimisation tools enable reduced call
waiting times, and speech analytics enable detailed reporting to
improve processes for guests.
Peter Baumgartner, Etihad
Airways’ Chief Commercial Officer, said: “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
“With this agile, innovative
solution, our contact centre teams can now efficiently manage inbound traffic
and virtualise resources. It helps us work smartly, but importantly, it supports
the company’s rapid global growth with an increased focus on the guest.”
Robert Webb, Etihad Airways’ Chief
Information and Technology Officer, said: “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 personalise
all guest interactions with the airline.
“BT Global Services is an
established leader in providing contact centre technology and together we are building a
scalable and resilient system that handles guests’ calls more quickly and
effectively while lowering costs for Etihad Airways.”
Luis Alvarez, CEO, BT Global Services, said: “We are proud to work with Etihad Airways for the first phase of its Global
Contact Centre Virtualisation project and to be a provider of their global
customer experience platform. Adding to a long-standing expertise in the
delivery of enterprise-grade cloud services, we have a wealth of knowledge and
experience in managing contact centres for some of the world’s leading brands,
including in the airline industry. Through our Cloud Contact platform we are
looking forward to delivering
to Etihad Airways a world-class, “evergreen” contact centre with the very latest
Etihad Airways’ three
virtually integrated contact centres operate 24 hours a day, 365 days a year
and manage more than three million calls per year from around the world.
airline is committed to developing and retaining local talent as part of its
Emirati-first approach, and to invest in Abu Dhabi. Two of the airline’s three
contact centres are located in the Emirate, with the Al Ain contact centre
solely managed by female UAE nationals. In 2014, Etihad Airways opened an
additional wing of the award-winning Al Ain centre and now has 150
Emirati staff working there, who
last year answered over one million calls.