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Saudi Airlines Implements Unified Communications and Contact Center Solutions from Avaya

04-19-2009
  • Massive project will extend to 14,000 IP endpoints; Avaya contact center solutions lower operating costs by 30 percent

Saudi Airlines has achieved a 30 percent reduction in operating costs as the result of upgrading its four contact centers with new IP telephony and contact center solutions from Avaya.

Jeddah, Kingdom of Saudi Arabia – Saudi Airlines has achieved a 30 percent reduction in operating costs as the result of upgrading its four contact centers in Riyadh, Damman, Madinah, and Jeddah with new IP telephony and contact center solutions from Avaya, a leading global provider of business communications applications, systems and services.

 

"The Unified Communications technology we've implemented from Avaya includes IP telephony applications and Modular Messaging for more than 1200 users over 15 sites across the Kingdom. There are more than 12,000 IP endpoints across the network, and we plan to increase the number of endpoints to 14,000 over the next 12 months. In addition, we have 355 call center agents working in four centers, and we plan to add 100 more agents next year," said Dr. Omar Abdullah Al Jefri, IT Vice President for Saudi Airlines.

 

"Avaya's solution has helped us to lower operating costs, reduce network fees and increase transparency across our contact centers. The centralized Call Management System based in Jeddah allows for the monitoring of all four contact centers from one single location, however all centers 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 centers," explained Al Jefri.

 

Nidal Abou-Ltaif, area vice president of Emerging Markets for Avaya said: "Avaya managed the entire implementation cycle of the contact center solutions which will provide superlative service for Saudi Airline customers. With the IP-based contact center architecture, call center 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 centers."

 

About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com.

 

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