1497 — All Nippon Airways chooses Aspect Solutions to provide first-class service

Sep 29, 2004 | Conteúdos Em Ingles

Aspect Communications has announced that All Nippon Airways (ANA) , is using Aspect Call Center and Aspect Contact Server technology to provide world-class service for tens of thousands of calls monthly without compromising revenue.

“Travelers are cautious in light of today’s global environment,” said Tetsuo Fukuda, ANA’s vice president and director, marketing and sales, the Americas.As they start to fly more, we want to make their experiences as stress-free as possible. Their first interactions with our contact centers often set the stage. If we can connect them quickly to the agents who can answer their questions skillfully about schedules, fares and luggage, make their reservations, handle their upgrades or award their frequent flyer miles without hassles, then they’re off to a great start. Aspect’s contact center solutions are important because they help All Nippon Airways provide a smooth takeoff before the plane even starts down the runway

On the release note, Aspect points that this Japan’s airline and leading domestic passenger carrier returned to profitability last year and that it has contact centers in North America, Europe and Asia where it receives a high number of calls from travel agents and the general public. Aspect’s software is said to deliver each call efficiently with associated caller data to the most appropriately skilled ANA service agent selected from 14 bilingual agent groups. ANA also segments the agent groups by types of service provided, such as reservation support and premium-club member support, to ensure rapid service delivery.


Notícias – Press-Releases