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Emirates is the international airline of the United Arab Emirates, based in Dubai. Currently responsible for more than 50 per cent of all flight movements in and out of Dubai International Airport, Emirates' aim is to increase this tally to 70 per cent by 2010, without compromising quality. The airline currently flies to 83 destinations in 57 countries around the world and the network is expanding constantly. In the financial year 2005/2006, Emirates carried 14.5 million passengers and one million tons of cargo.
Emirates owes its success to its focus on efficiency. Productivity year-on-year has gained 18% and as rapid growth continues it plans to maintain the advantages that has made it successful. The company's goal is to continuously "raise our game" to maintain the Emirates quality and standards for the customer.
But success and growth brings on new challenges. Emirates must be able to maintain its high quality service and high productivity while growing exponentially. With the growth in call volume, Emirates determined that adding more live agents in two languages to handle the increase in call volume was not scalable nor efficient.
Problem
Emirates suffers from growing pains
- Reservations network costs continue to increase as the number of customers increases
- Emirates is known for its quality service and service cannot suffer as the company expans
- Increased volume of calls must be handled
- Call standards and branding must increase during the growth
Solution
- Voxify Automated Agent
- Flight Information Agent - U.K. English
- Flight Information Agent - Arabic
- Deployed as a Hosted Managed Service
Benefits
- Every flight status call is handled immediately and efficiently in two languages
- Quality of calls has increase
- Efficiency has improved as more calls are taken at a lower cost-per-call
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