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Saudi Airlines cuts call centre expense with Avaya

Saudi Airlines cuts operating expenses for four contact centres by 30% through Avaya upgrades

Saudi Airlines has upgraded four of its contact centres with new solutions from Avaya.

The airline’s contact centres reported a 30% reduction in operating costs after upgrading IP telephony and contact centre technology, the company said.

The airline now has 1,200 users, with over 12,000 end points for unified communications, including telephony and modular messaging, across its entire network, with plans to expand to 14,000 end points over the next year. The four contact centres, in Riyadh, Damman, Madinah, and Jeddah, have 355 agents, with plans to add another 100.

Dr. Omar Abdullah Al Jefri, IT VP for Saudi Airlines, commented: “Avaya’s solution has helped us to lower operating costs, reduce network fees and increase transparency across our contact centres. The centralized Call Management System based in Jeddah allows for the monitoring of all four contact centres from one single location, however all centres can be managed from any of the four locations across the network.

“In addition, the highly-available platform is redundant, meaning there is a back-up of the centralized call management system located in Riyadh in case of outages at any of the main contact centres,” Al Jefri added.

Nidal Abou-Ltaif, area vice president of Emerging Markets for Avaya said: “Avaya managed the entire implementation cycle of the contact centre solutions which will provide superlative service for Saudi Airline customers. With the IP-based contact centre architecture, call centre agents can use soft-phones instead of analogue phones, further improving cost reduction. Saudi Airlines has also reduced hardware, software, maintenance and internal support costs and fees by reducing the number of on-site support as a result of centrally managing their contact centres.”