News : Sita, Iraqi Airways Open Global Reservation Contact Centre
Baghdad, Iraq, July 4, 2016 -- With the help of global aviation IT provider Sita, Iraqi Airways has opened its new reservation contact center in Amman, allowing the airline to better manage its reservations across 13 countries.
As the airline continues to rebuild its international business, it requires reliable infrastructure that allows it to manage it reservations globally and at home from a single reservation center. It also needs to accommodate a growing demand from passengers for multi-channel support, including voice, email and chat.
Leveraging Sita’s Unified Communications portfolio has allowed the airline to consolidate voice, data and audio into one platform while the cloud-based infrastructure delivers secure, reliable connectivity which effectively links the airline to its far-flung destinations.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
Having Sita’s Horizon Passenger Management and Distribution system already in place, Iraqi Airways was also able to integrate the new center with the airline’s reservation, ticketing, e-commerce, inventory and departure control systems. Using a new graphical interface, agents are quickly and speedily able to make or change bookings.
As part of the management agreement, Sita recruited all agents and trained them to use the various elements of the passenger services system.
Osama Al Sadr, CEO of Iraqi Airways, said: "As we continued to expand our network across the globe, we needed a world-class reservation center that could assist our passengers across our network 24/7. Sita was able to quickly provide us with a global presence with a fully-trained team. It also ensured that the center was able to accommodate our future growth as our network and operation continues to expand."
Hani El-Assaad, Sita President, Middle East, India, and Africa, said: "SITA’s global presence and infrastructure made it possible to quickly develop a reservation center to support Iraqi Airways’ international network expansion. We understood, as an emerging airline, they needed a solution that was both world-class and efficient. That helped us deliver a solution that fits and supports their business."
The center will be operated by Sita.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Touch Tone IVR
SITA is a multinational information technology company specialising in providing IT and telecommunication services to the air transport industry.
Published: Tuesday, July 5, 2016
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Semafone provides secure voice transactions for contact centres and retailers taking Cardholder Not Present (CNP) payments. The solution allows a call - and the call recording - to continue as normal ...
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected custom...
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file man...