KUWAIT CITY, Kuwait, April 19 -- Airline Benefits From Advanced Booking Processes
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 24x7 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
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.
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