Gulf Air’s worldwide contact centre (WWCC) is scheduled to open in September, and working towards this goal, the airline has signed a memorandum of understanding to initiate the next phase of the development in the BD15 million project.
Led by Ahmed Hassan Al Dheeb, the Executive President of the Public Establishment of Industrial Estates, representatives from the all-Omani consortium, which is a joint venture company established by the Public Establishment of Industrial Estates (PEIE), Oman Telecommunications Company and Bahwan CyberTek, met with Gulf Air Vice President Information Technology, Tariq Sultan to finalise and sign the agreement at Gulf Air headquarters on Thursday.
Under the terms of the agreement, the consortium is to provide managed services and technical support in the establishment of the Worldwide Contact Centre, which will manage Gulf Air reservations, ticketing, and customer queries from its state-of-the-art premises in the new Knowledge Oasis Muscat (KOM) at Rusayl, Oman.
The wide range of services falling within the scope of the agreement includes the provision of PABX facilities, IP telephony that supports automatic call distribution, interactive voice response, computer-telephony integration and necessary hardware. The consortium will also provide the email and fax interfaces, management tools, unified messaging and Web chat functionality.
“This project is indicative of close collaboration with Omani authorities and key business in the Sultanate,” said Tariq Sultan. “In addition to the obvious benefits for our customers, the Contact Centre will significantly benefit Oman, where it has the potential to promote and encourage technological growth and innovation.”
Within three years the centre will be expanded to offer more work opportunities for over 300 Omani nationals, the first 30 of which have already undergone training in both Oman and Bahrain in preparation for the launch in September.
About Gulf Air:
Gulf Air was founded in 1950. Today, it is owned by the Kingdom of Bahrain, the Sultanate of Oman and the United Arab Emirates, and is the only truly pan Gulf airline in the region. The airline’s network extends from Europe to Asia and covers 43 cities in 32 countries. The fleet is one of the most modern in the Middle East and comprises 30 aircraft.
The airline is in its first year of a three-year strategic recovery program, headed by President & Chief Executive, James Hogan. The airline’s aim is to further evolve by taking its renowned cultural strengths, which have been gained over more than half a century, into a global environment.