Case Studies

Saudi Airlines rings in Unified Communications

Saudi Airlines has achieved a 30 percent reduction in operating costs as the result of upgrading its four contact centres in Riyadh, Damman, Madinah, and Jeddah with new IP telephony and contact centre 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 centre agents working in four centres, 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 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,” explained Al Jefri.

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.”

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