Avaya's UC and Contact Centre Solutions Help Saudi Airlines Reduce Operating Costs

Saudi Airlines said that the implementation of Avaya’s new IP telephony and contact centre solutions at its four contact centres in Riyadh, Damman, Madinah, and Jeddah has helped it achieved a 30 percent reduction in operating costs.

 

Dr. Omar Abdullah Al Jefri, IT vice president at Saudi Airlines, said in a report that the Unified Communications (News - Alert) technology Saudi Airlines implemented from Avaya includes IP telephony applications and Modular Messaging for more than 1200 users over 15 sites across the Kingdom.

 

He said that there are more than 12,000 IP endpoints across the network, and they plan to increase the number of endpoints to 14,000 over the next 12 months. “In addition, we have 355 call centre agents working in four centres, and we plan to add 100 more agents next year.”

 

With the solution in place, the organization has been able to lower its operating costs while also reducing network fees. Also, a centralized Call Management System based in the company’s Jeddah centre allows for the monitoring of all four contact centres from one single location, the report noted.

 

Nidal Abou-Ltaif, area vice president of Emerging Markets at Avaya (News - Alert) also commented that his company managed the entire implementation cycle of the contact centre solutions. He said that this will provide “superlative service” for Saudi Airline customers.

 

Abou-Ltaif also said that Saudi Airlines has also reduced hardware, software, maintenance and internal support costs and fees by reducing the number of on-site support as a result of centrally managing their contact centres.

 

Avaya is a provider of business communications applications, systems and services. Earlier this month, the company launched Avaya Aura, a new session initiation protocol (SIP)-based architecture and strategy that is expected to simplify complex communications networks and quickly deliver voice, video, messaging, presence, Web applications and more.