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Call Centre: Airline implements virtualisation

Posted on May 14 2009
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A leading aviation firm has penned a deal to improve its call centre structure.

Emirates Airlines has an agreement in place with telecoms giant BT which will pull its global customer care complexes onto a single platform.

A five-year contract has been signed, with virtualisation linking up seven contact centres, including those in Manchester, New York and Dubai.

Richard Vaughan, divisional senior vice president for Emirates, commented that "real-time access to customer data" is vital for the airline.

He added: "This deal will significantly enhance Emirates' ability to deal with customer interactions, leading to increased satisfaction for our customers and better cost control for us."

The airline claims that the new call centre structure will allow it to provide additional features and services to its passengers.

In related news, BT has announced that it is set to scale back its workforce by as many as 15,000 jobs, after revealing annual losses earlier this week.


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