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Telefonica Brands

Are Telefonica Brands

Airline Sector: Flying the flag for excellence

As a global leader for more than 75 years, this US airline serves 250 cities in over 40 countries with, on average, more than 3,400 daily flights.

Cost savings 45%

The project delivered tangible operational cost savings of 45%, facilitating flexible growth patterns and virtual consolidation of all representatives irrespective of location.

Improving customer experience through network harmonisation

Challenge

  • Provide a single, fully integrated environment for routing and queuing voice calls
  • Optimise routing and agent performance regardless of their actual physical location
  • Eliminate scalability limitations, interconnect additional switches as the operations grows
  • Increase efficiency by using only one set of applications for all functions
  • Consolidate multiple, physical locations into one seamless integrated network

Solution

  • MPLS network combined with TDM solution
  • Servicing call centres in Chile with connections to all LATAM regional call centres
  • One stop service solution with centralised billing
  • Global Account Management model
  • Disaster recovery to ensure service continuity

Results

  • Cost reduction of 45%
  • Network enhancement and standardisation
  • Improved, seamless customer experience

One network across multiple countries all connected to the regional call centres

The MPLS network combined with TDM solution ensures that workload can be managed dynamically, but it also guarantees that the airline can continue to deliver a quality service to their customers to ensure their long term success. And since our solution has delivered a flexible, standardised and reliable environment the airline is able to further deploy new features to its service with a complete and consistent end-to-end view of performance.

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