Assuring special service levels for high-flying guests

Etihad Airways

Challenge

The airline was looking to virtualise its global contact centres, centralise control and give its customers an even better experience.

Solution

The fully-managed BT Cloud Contact service supports multichannel communication, integrating outbound and inbound telephony, email, and text traffic into a single queue.

Results

Etihad is able to deal with customer queries more quickly, and the newfound agility of a virtual contact centre makes it simpler to scale up and support the opening of new routes.

Experiencing the same feeling of specialness, wherever the caller lands, is paramount. Our contact centres are the voice of Etihad; essential to achieving that. Ruth Birkin, Head of Global Contact Centres, Etihad Airways

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