Airline Benefits From Advanced Booking Processes
Kuwait City, Kuwait – Jazeera Airways, a privately owned airline in the Middle East, has implemented new sophisticated multimedia contact centre and interactive voice response (IVR) services based on Nortel(x) (NYSE: NT, TSX: NT) solutions. The services improve flight booking processes to customers by enabling them to contact Jazeera through telephone calls for faster resolution of enquiries and easier ticketing.
„Jazeera Airways strives to distinguish itself from its competitors through leading-edge technologies like our new contact centre application from Nortel,“ said Marwan Boodai, Chairman and CEO
of Jazeera Airways. „Giving passengers full control over their travel
plans is one way to achieve this goal. Traditionally, we have worked
with the best vendors in the industry and brought leading-edge
technologies to the Middle East to achieve the highest levels of
customer satisfaction.“
„Nortel’s past history of involvement in highly sophisticated
projects in the region was one of the factors that affected our
decision to go with a Nortel-based solution,“ said Boodai.
„Obviously, our contact centre is at the heart and core of our
business, so we needed a solution that works effectively but more
importantly, will keep working without downtime that frustrates
customers. We needed a vendor like Nortel that we could depend on and technology we knew would be reliable.“
Middle East Telecommunication Company (METCO), Nortel’s channel partner in Kuwait, built an integrated contact centre solution for Jazeera Airways that consolidates incoming calls to the airline to a universal queue and then routes them to the appropriate agent for
fast, effective service. Jazeera’s new contact centre enables
travellers to book their flights via ‚e-ticketing‘ at any time, offering a truly 24×7 service globally. As of today, travellers can book their destinations online or through a dedicated telephone number.
„Nortel’s solution for Jazeera Airways extends our proven track
record in deploying leading-edge solutions in the aviation industry,“
said Ramin Attari, vice president Middle East, Nortel. „We are
helping Jazeera build a virtual enterprise by delivering flexible and
improved services that will give them a competitive edge in their
highly competitive business where customer satisfaction is
everything.“
METCO implemented a complete integrated solution in less than two months. The solution included Nortel Communication Server 1000 IP Telephony solution, Nortel CallPilot Unified Messaging, Nortel Contact Center, Nortel Self-Service solution based on the Media Processing Server 500 platform and a converged LAN built around the Nortel Ethernet switches 470.
The Nortel solution deployed at Jazeera Airways is one of a range
of technology-based initiatives taken by the airline in order to
bring innovative customer services to the market 24/7: others include initiatives with regional mobile network operators to support
‚e-ticketing‘ over mobile handsets.
About Jazeera
Jazeera Airways is the first privately owned airline in Kuwait and
the Middle East. It was established in Kuwait in 2004 as a public
shareholding company after the Kuwaiti Government broke the 50 year monopoly, opening the sector for private entrants.
About Nortel
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information. Our next-generation technologies, for both service
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today’s barriers to efficiency, speed and performance by simplifying
networks and connecting people with information. Nortel does business in more than 150 countries. For more information, visit Nortel on the Web at www.nortel.com. For the latest Nortel news, visit www.nortel.com/news.
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