Cost cutting call centre technology.
Friday, 23rd November 2007
Source : Amadeus
Thanks to new technology solutions, Air Mauritius has been able to cut operational costs by 15% and length of calls by 40%.

Amadeus, a global leader in technology and distribution solutions for the travel and tourism industry, today announces that Air Mauritius, the flag carrier of the Republic of Mauritius, is the first airline to benefit from Amadeus Call Centre Solution.

Air Mauritius successfully implemented the solution in January 2007 to concentrate all call centre activities in a single location. As a result, Air Mauritius has already realised operational cost savings by as much as 15% while providing first-class service to its customers.

Air Mauritius selected Amadeus Call Centre Solution for its fully integrated platform and its customisation possibilities. Its unique "Dynamic Desktop" and the integration of the airline's telephone system directly into Amadeus Selling Platform allows the agent's workspace to switch automatically to a screen tailored to the caller's location, thus providing relevant content. As a result, sales agents can handle calls from multiple geographical markets, dynamically accessing both local and customer specific content and provide a truly multinational service.

Furthermore, Amadeus Call Centre Solution allows automatic recognition of caller and instant display of customer profiles and Passenger Name Record (PNR) history. With the integration of their frequent flyer database, Air Mauritius' agents have already reduced the length of the calls by 40%. They now offer an improved and differentiated service and serve their frequent flyer customers in a personalised way.

Customer service has been further enhanced by integrating third party websites directly into the agent's desktop, such as a baggage retrieval information service powered by SITA. Air Mauritius agents now have direct access to information relating to lost baggage which they can provide to their customers in an instant.

Sushil Baguant, Executive Vice President – Information Systems, Air Mauritius, commented: "It's crucial for our agents to have the tools to respond quickly and efficiently when a customer contacts us. By having an integrated platform we can provide geo-relevant information about our customers and their individual needs to our agents in real-time. Increased automation of workflows and instant Passenger Name Record (PNR) creation mean we are both more efficient and able to reduce costs while delivering a better customer service."

Claude Giafferri, Vice President, Managing Director Travel Office Products and Solutions, Amadeus said: "Travellers are seeking quicker and more informative experiences, online and from all direct channels. Travel distributors' call centres are crucial within this customer contact mix. We have developed Amadeus Call Centre Solution to support them in their goals of cutting costs and using technology to deliver a faster and more complete customer experience."

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