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News : Delta Equips Staff with ‘Nomad’ Devices to Enhance Customer Service at ATL

#contactcenterworld, @delta

Atlanta, GA, USA, July 4, 2017 -- Delta Air Lines has rolled out 100 handheld devices to help gate agents drive more personal engagements with customers at Hartsfield-Jackson Atlanta International Airport.

The so-called "Nomad" tool is the size of a cell phone and gives agents the ability to make seat changes, rebook customers, check bag status, board or check-in customers, and print bag tags and boarding passes.

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The devices have been introduced to help cut queuing times, and help Delta better adjust staffing during disruption situations.

Gareth Joyce, Senior Vice President – Airport Customer Service, Delta Air Lines, explained that thanks to the new devices, "agents can be more proactive in providing solutions to customers no matter where they are in the airport". He added: "As we evolve this technology, the opportunities are endless for agents to leverage innovative thinking to create engaging moments while helping customers along their journey."

"We loved having this tech in Miami," said Roger Williams, Delta Operations Service Manager. "Agents would carry it right out of the break room and on to the concourse, and were immediately ready to help customers. Our feedback drove real change – we suggested they add this or improve that and updates were made to the device, including simple touches like adding a seat map view."

#contactcenterworld, @delta

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.futuretravelexperience.com


About Delta Air Lines:
Company LogoDelta Air Lines, Inc. is a United States airline based and headquartered in Atlanta, Georgia. Delta operates an extensive domestic and international network, spanning North America, South America, Europe, Asia, Africa, the Middle East, the Caribbean, and Australia.
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Today's Tip of the Day - Train Service Staff In Sales

Read today's tip or listen to it on podcast.

Published: Wednesday, July 5, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

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