Annapolis, MD, USA, September 11, 2007-ARINC Managed Services (AMS) today introduced an enhancement to its Service Desk solution for airports which provides new capabilities and delivers many benefits of a much larger and more costly traditional service desk for large and small airports alike.
The AMS breakthrough permits both expedited ticketing and custom call addressing that can be tailored to meet specific local airport requirements. The system captures information from a caller and automatically creates and dispatches a trouble ticket, while routing the call simultaneously to a subject matter expert for first-level call resolution.
"Unlike other approaches to ticket automation, this new solution from AMS allows custom addressing both locally and anywhere in the world," states Jim L. Martin, ARINC Managed Services' Senior Director. "Many world airport authorities want their service calls routed in a specific way locally and handled in a local language. This system is their solution."
AMS is currently installing its new system for two customer airports in Asia that have highly specific call-routing requirements.
AMS customer airports can now create a custom-branded user experience in their local
language, with custom speech prompts and skills-based routing. This ensures all calls are directed to the right AMS resource, either on-site or anywhere in the world, for rapid support and first call resolution. In addition, problem management reporting and analysis capabilities are extended throughout the incident management process.
This dramatic advance in automated response and resolution is made possible by extending the AMS airport-specific Business Process Management (BPM) Service Desk module. Unlike limited solutions, it allows continuous monitoring of business rules and real-time access to data, including progress on trouble tickets.
ARINC Managed Services (AMS) is the global IT support and service subsidiary of ARINC Incorporated. With 25 airport customers in 7 countries, AMS is a leading provider of operations, maintenance, and staffing services for the airports industry. AMS has the skilled personnel and engineering know-how to handle the most complex IT maintenance and support projects. The company provides airport customers with a low-risk, highly reliable outsourcing solution, and with staff trained to make it work. For more information, visit the ARINC Managed Services web site at www.arinc.com/ams.
ARINC Incorporated is a world leader in transportation communications and systems engineering. The company develops and operates communications and information processing systems and provides systems engineering and integration solutions to eight key industries: airports, aviation, aerospace and defense, government, healthcare, networks, security, and transportation. Founded to provide reliable and efficient radio communications for the airlines, ARINC is headquartered in Annapolis, Maryland, and maintains regional offices in London and Singapore, with over 3,200 employees worldwide. ARINC is ISO 9001:2000 certified.
For more information, visit the ARINC web site at www.arinc.com.