Jazeera Airways has implemented new sophisticated multimedia contact centre and interactive voice response (IVR) services based on Nortel solutions.The services improve flight booking processes to customers by enabling them to contact Jazeera through telephone calls for faster resolution of enquiries and easier ticketing.

“Jazeera Airways strives to distinguish itself from its competitors through leading-edge technologies like our new contact centre application from Nortel,” said Marwan Boodai, Chairman and CEO of Jazeera Airways. “Giving passengers full control over their travel plans is one way to achieve this goal. Traditionally, we have worked with the best vendors in the industry and brought leading-edge technologies to the Middle East to achieve the highest levels of customer satisfaction.”

“Nortel’s past history of involvement in highly sophisticated projects in the region was one of the factors that affected our decision to go with a Nortel-based solution,” said Boodai. “Obviously, our contact centre is at the heart and core of our business, so we needed a solution that works effectively but more importantly, will keep working without downtime that frustrates customers. We needed a vendor like Nortel that we could depend on and technology we knew would be reliable.”

Middle East Telecommunication Company (METCO), Nortel’s channel partner in Kuwait, built an integrated contact centre solution for Jazeera Airways that consolidates incoming calls to the airline to a universal queue and then routes them to the appropriate agent for fast, effective service. Jazeera’s new contact centre enables travellers to book their flights via ‘e-ticketing’ at any time, offering a truly 24x7 service globally. As of today, travellers can book their destinations online or through a dedicated telephone number.

“Nortel’s solution for Jazeera Airways extends our proven track record in deploying leading-edge solutions in the aviation industry,” said Ramin Attari, vice president Middle East, Nortel. “We are helping Jazeera build a virtual enterprise by delivering flexible and improved services that will give them a competitive edge in their highly competitive business where customer satisfaction is everything.”

METCO implemented a complete integrated solution in less than two months. The solution included Nortel Communication Server 1000 IP Telephony solution, Nortel CallPilot Unified Messaging, Nortel Contact Center, Nortel Self-Service solution based on the Media Processing Server 500 platform and a converged LAN built around the Nortel Ethernet switches 470.

The Nortel solution deployed at Jazeera Airways is one of a range of technology-based initiatives taken by the airline in order to bring innovative customer services to the market 24/7: others include initiatives with regional mobile network operators to support ‘e-ticketing’ over mobile handsets.
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