Production is going on.
A hosted voice and email platform is designed to support round the clock service and changing passenger demand
BCT and Comquest proposed a hosted contact centre built on Ameyo Omni to bring passenger enquiries, complaints, agent tools and management reporting into one service environment.
Client
Challenge
The airline needed a central service environment that could operate 24 hours a day, every day of the year, while managing inbound and outbound calls alongside email. It wanted more consistent call routing, shorter waits, structured recording and escalation of enquiries and complaints, and easier access to knowledge for frontline agents.
Supervisors also needed workforce and shift planning, consistent request categories, live operational visibility and historical reporting. The platform had to connect securely with airline applications, protect passenger information and scale during seasonal or unexpected demand increases.
Supervisors also needed workforce and shift planning, consistent request categories, live operational visibility and historical reporting. The platform had to connect securely with airline applications, protect passenger information and scale during seasonal or unexpected demand increases.
Solution
BCT, through Comquest, designed a hosted contact centre using the Ameyo Omni platform, with continuous operations from Comquest premises and dedicated infrastructure for the airline.
The design brought inbound and outbound voice and email interactions into a unified agent desktop. A bilingual, three-level IVR and automatic call distribution would route calls by skill and availability, with automated and scheduled callbacks to help manage queues. The browser-based desktop was designed to display up to 20 customer data points and connect to existing airline applications through REST APIs.
Complaint and enquiry tracking, escalation workflows, a knowledge base, and workforce scheduling would support agents and supervisors. Outbound campaigns could handle notifications, promotions and customer engagement. The proposal also specified recording for all calls with three-month retention, live agent monitoring, quality scoring and more than 200 standard report templates.
Site-to-site IPsec connectivity, dedicated systems, backup storage, SSL and vulnerability assessment formed part of the proposed security design. The hosted architecture was intended to accommodate changes in contact volume with limited additional infrastructure effort.
The design brought inbound and outbound voice and email interactions into a unified agent desktop. A bilingual, three-level IVR and automatic call distribution would route calls by skill and availability, with automated and scheduled callbacks to help manage queues. The browser-based desktop was designed to display up to 20 customer data points and connect to existing airline applications through REST APIs.
Complaint and enquiry tracking, escalation workflows, a knowledge base, and workforce scheduling would support agents and supervisors. Outbound campaigns could handle notifications, promotions and customer engagement. The proposal also specified recording for all calls with three-month retention, live agent monitoring, quality scoring and more than 200 standard report templates.
Site-to-site IPsec connectivity, dedicated systems, backup storage, SSL and vulnerability assessment formed part of the proposed security design. The hosted architecture was intended to accommodate changes in contact volume with limited additional infrastructure effort.
Impact
The proposed service was sized for approximately 20,000 to 25,000 interactions per month and designed for year-round availability. Centralized voice and email handling would give agents one place to manage passenger enquiries and complaints, with clearer tracking and escalation.
Intelligent routing, queue management and callback options were intended to reduce waiting times. Customer context and a shared knowledge base were expected to help agents respond more efficiently and improve the chance of resolving enquiries at first contact.
Complete call recording, live supervision, quality evaluation and more than 200 reports would give managers stronger visibility into service levels. Shift planning and scalable capacity were designed to help the airline respond to peaks in passenger demand while maintaining appropriate controls over customer data.
Intelligent routing, queue management and callback options were intended to reduce waiting times. Customer context and a shared knowledge base were expected to help agents respond more efficiently and improve the chance of resolving enquiries at first contact.
Complete call recording, live supervision, quality evaluation and more than 200 reports would give managers stronger visibility into service levels. Shift planning and scalable capacity were designed to help the airline respond to peaks in passenger demand while maintaining appropriate controls over customer data.
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