Emirates and BT team up in call centre deal

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Emirates Airlines is moving all its contact centres around the world on to a single managed platform, with the aim of providing new passenger services, reducing costs and increasing efficiency.

The Dubai-based airline has called on BT to carry out the consolidation and create a new, virtualise infrastructure as part of a five-year deal with the communications giant.

The virtualised environment will connect seven major contact centres located in Manchester, New York, Melbourne, Mumbai and Dubai in addition to nine town-based office locations. With this model, Emirates will only pay for contact centre advisors as and when it needs them and, more importantly, wherever it needs them to be based.

“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, Emirates’ divisional senior vice president of worldwide commercial operations, in a statement.

“This deal will significantly enhance Emirates’ ability to deal with customer interactions, leading to increased satisfaction for our customers and better cost control for us.”

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