BT flies Emirates

Telecoms provider to provide call centre consolidation

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By  Sean Robson Published  May 13, 2009

Leading telecoms major BT has agreed a fiver year contract with Emirates Airline by which it will manage and consolidate the airlines contact centres around the world onto a single, globally managed platform.

This agreement means the Emirates will be able to connect its seven major contact centres worldwide together with its nine town office locations. These centres will all be joined together by a single virtualised infrastructure. According to the companies it will enable the airline to provide a host of new services to its passengers and agents and at the same time lower operating costs and improve efficiency.

“Real-time access to customer data is a critical requirement for Emirates as we expand globally, and BT was able to quickly identify Emirates’ business demands as both an airline company driven by efficiency and a customer-centric approach,” said Richard Vaughan, divisional senior vice president, worldwide commercial operations at Emirates.

BT’s managed hosted contact centre is designed to provide the infrastructure required to virtualise disparate contact centres quickly and efficiently. The flexible model provides for a service where BT’s customers pay only for the contact centre advisors they require at a specific time.

Customers can locate advisors anywhere in the world and dynamically expand to more contact centre sites or into new geographical regions as business requirements change.

Olivier Campenon, president, EMEA at BT said: “We are delighted that Emirates, a carrier that excels at customer excellence in the airline industry, has decided to rely on BT’s managed solutions to further enhance its critically important infrastructure that underpins its relationship with passengers and agents. The deal will enable BT to deliver its expertise in the travel industry to this leading player in the Middle East.”

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