BT signs global contact centre deal with Dubai-based Emirates airline

BT announced today it has signed a five-year contract with Emirates Airline to help the leading global carrier consolidate its contact centres around the world onto a single, globally managed platform.

The new virtualised infrastructure will link up seven major contact centres based in Manchester, New York, Melbourne, Mumbai and Dubai as well as nine town office locations. 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.

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide, Emirates is part of the Dubai-based Emirates Group. The airline ranks among the top ten carriers in the world in terms of revenue and serves more than 100 destinations.

Richard Vaughan, Emirates’ divisional senior vice president, worldwide commercial operations said: “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. 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.”

Olivier Campenon, President BT, E*MEA 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.”

BT’s managed hosted contact centre provides 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. This way, they can locate advisors anywhere in the world and dynamically expand to more contact centre sites or into new geographical regions as business requirements change.