Japan Airlines, Asia’s largest air carrier, has reportedly deployed Alcatel-Lucent’s IP telephony and contact center solutions within a new European contact center. The solution reportedly is launched by Alcatel-Lucent (News - Alert) business partner South West Communications.
The deployment is expected to ensure business continuity by boosting responsiveness to customers, improving the provision of self-service telephone facilities, and enhancing disaster recovery capabilities.
JAL will use the new contact center for various activities including reservations, ticketing and frequent flyer departments globally. These activities will smoothly function thanks to Alcatel-Lucent’s OmniTouch Contact Center Premium Edition solution. The company said this solution has the ability to improve productivity in mid-sized contact centers and provide the same multimedia capabilities as larger organizations.
The latest release of OmniTouch CC Premium Edition includes enhanced mobility solutions; CCTeamer, a desktop integration tool providing collaboration, instant messaging and presence at the agent desktop; enhanced range of customer self service capabilities through an easy-to-use ‘software only’ visual interactive voice response system; and centralized management application for configuration, customer information display options, and reporting of real time and historical data.
Japan Airlines’ new contact center can handle incoming calls from 15 European countries in six languages – Japanese, English, Italian, German, French and Spanish. It also provides language skills-based call routing – ensuring local service provision for callers – and email integration, so that all incoming e-mails are automatically routed to the relevant department and personnel. Consequently, the air carrier can now handle enquiries more effectively, thus maximizing revenue opportunities while achieving cost-savings through improved internal efficiency.
Japan Airlines is relocating its European operation headquarters to central London, and expects this new contact center based on an IP-based voice and data platform will make the transition as smooth and non-disruptive as possible.
The airline is also prepared for disasters through a disaster recovery site at London’s Heathrow Airport, so that they can continue taking calls using Alcatel-Lucent’s IP platform resilient routing capabilities.
“We’ve saved considerable time from deployment to use thanks to the solution’s simplified, centralized graphical management environment, while Alcatel-Lucent and South West Communications have provided ongoing support, easing the burden on our IT team,” said Warabe Tatekoji, system solution department manager at Japan Airlines Avionet Europe, responsible for Japan Airlines’ European IT
