Customer care

Jazeera Airways has implemented Nortel’s multimedia contact centre and interactive voice response (IVR) services solutions. The new service will improve flight-booking processes for customers by enabling them to contact Jazeera via phone for faster resolution of enquiries and easier ticketing.

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By  Angela Sutherland Published  April 19, 2006

Jazeera Airways has implemented Nortel’s multimedia contact centre and interactive voice response (IVR) services solutions. The new service will improve flight-booking processes for customers by enabling them to contact Jazeera via phone for faster resolution of enquiries and easier ticketing. “Jazeera Airways strives to distinguish itself from its competitors through new technologies,” says Marwan Boodai, Chairman and CEO of Jazeera Airways. “Giving passengers full control over their travel plans is one way to achieve this goal. Traditionally, we have worked with the best vendors in the industry and brought leading- edge technologies to the Middle East to achieve the highest levels of customer satisfaction.” Jazeera says the reason as to why it decided to work with Nortel is because of its history of involvement in sophisticated projects in the region. “Obviously, our contact centre is at the heart and core of our business, so we needed a solution that works effectively but more importantly, will keep working without downtime that frustrates customers. We needed a vendor like Nortel that we could depend on and technology we knew would be reliable.” Middle East Telecommunication Company (METCO), Nortel’s channel partner in Kuwait, built an integrated contact centre solution for Jazeera Airways that consolidates incoming calls to a universal queue and then routes them to the appropriate agent for fast, effective service. Jazeera’s new contact centre enables travelers to book their e-ticket flights at any time, offering a 24/7 service globally. “Nortel’s solution for Jazeera Airways extends our proven track record in deploying leading-edge solutions in the aviation industry,” says Ramin Attari, vice president Middle East, and Nortel. “We are helping Jazeera build a virtual enterprise by delivering flexible and improved services that will give them a competitive edge.” METCO managed the project in less than two months. The solution included Nortel Communication Server 1000 IP telephony solution, CallPilot Unified Messaging, Contact Centre and a converged LAN built around the Nortel Ethernet switches 470. The Nortel solution deployed at Jazeera Airways is one of a range of technology-based initiatives taken by the airline in order to bring customer services to the market 24/7: others include initiatives with regional mobile network operators to support ‘e-ticketing’ over mobile handsets.

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