Dubai-based Emirates Group and BT have announced a six-year deal, where BT will provide global contact centre managed services to support the needs of Emirates’ business growth.
The agreement adds to a 2009 contract, where the airline consolidated its contact centres around the world onto a single, virtualised and globally managed platform using BT technology.
Through the latest deal, BT will upgrade and manage the next generation of contact centre technology enabling Emirates’ global contact centre agents to interact seamlessly through different channels with customers across the globe.
“The strength of the Emirates brand lies in delivering consistent, memorable customer service. By investing in progressive, cutting-edge technology, we are enabling our contact centre teams to take our customer service experience to the next level, and at the same time enhance work efficiency and effectiveness. We have a good working relationship and experience with BT, and we are confident that their technology and support team is the right choice to support our expanding business requirements,” said Gary Chapman, president, Emirates Group Services and dnata.
Emirates will also use a variety of services from BT’s portfolio, including BT Advise Contact to optimise efficiency of contact centres, data centre services from BT Compute and network services from BT Connect. In addition, BT will also provide Emirates with project and service management.
Gavin Patterson, CEO, BT Group said: “We are delighted to have again earned the trust of Emirates and to be chosen as a provider of their global customer experience platform. This latest deal is yet further recognition of our expertise in the aviation industry and cements our position as a leading global provider of contact centre solutions.”
Emirates runs seven global contact centres in Dubai, Mumbai, Manchester, Guangzhou, Melbourne, New York and Budapest, staffed by more than 2,200 agents serving customers in 19 languages.
