ITFB Group has optimized the operation of the Ural Airlines contact center due to a customized digital platform

2025: Contact Center Optimization

On October 13, 2025, ITFB Group announced the completion of a project to optimize the work of the Ural Airlines contact center through a customized digital platform.

As reported, in the conditions of growing passenger traffic and requirements for the quality of customer service, Ural Airlines was faced with the need to update the work of its contact center. The main task was not just the modernization of the IT solution, but the creation of a single, flexible and effective system that would allow you to process all passenger requests - from calls to calls through the site and mobile application - in one window, while allowing you to have a single report on the effectiveness of the contact center. The ITFB Group team was involved in the implementation of the project, which has expertise in the development of high-load systems and integration with the aviation IT circuit.

Task

At the time of the launch of the project, several disparate solutions were used in the contact center, each of which solved individual problems. However, with the increase in the number of requests and the expansion of interaction channels, it became necessary to combine them into one system so that operators could work through a single interface, and management received centralized reporting. This approach would not only increase the productivity of the contact center by automating the processing of calls and calls, but also increase the transparency and manageability of processes. The ITFB Group and Ural Airlines project was aimed at making the operation of operators more convenient and manageable: to combine all interaction channels in a single window, build transparent reporting and ensure integration with the airline's key services - the Siren booking system, Lufthansa Systems operations management system, ELK payment system, Meridian scheduling system and others.

Decision

The combined team of specialists ITFB Group and Ural Airlines built the architecture of the project on the basis Siebel of the client management and data. business processes TypeScript was also used to develop interfaces JavaScript : the first was responsible for the dynamics and interactivity of user scripts, the second for strict typing and stability of code when working with a large-scale project. At the frontend, Vue3 and Quasar were chosen, which made it possible to create a modern interface with high response speed, as well as flexibly adapt it to real roles and tasks of operators.

The key feature of the implementation was not the adaptation of ready-made interface templates, but a complete redrawing of the user interface - for real scenarios and operator roles. This provided not only ergonomics, but also optimal request processing speed.

The project developed iteratively. Instead of a rigid division into stages, the team formed priority functional blocks that were consistently implemented. Among the most significant:

• Integration with Asterisk telephony with the ability to accept and make an outgoing call to the last incoming phone number, put on hold
• A customer identification system that allows you to automatically identify a user by phone number or data from calls and associate it with the interaction history and status in the loyalty program.
• Customer card with a full call history: display customer cards with detailed information about contact information, points and loyalty program level, contact center calls and transactions.
• Training for operators with video tutorials and tests, which is built on watching training videos by sections, as well as assessing the qualifications of operators - passing testing in all sections of training.
• Passenger Notification Functionality for Flight Changes
• Administration Block: the ability to add and edit news for operators, configure support lines depending on the types and areas of cases, as well as manage the permissions of system users.
• Receiving requests through integration with the airline's website
• Create an "Employee's Workplace," which displays the main statistical information on the work: the number of processed calls broken down by incoming and outgoing, the number of processed calls in the context of the time period and areas, the number of processed lists for calling, the list of calls that are in the work of the operator, displaying the time of processing the case at the moment
• Functionality for notifying operators to continue processing the case.

One of the non-trivial tasks is multiple integrations with external systems. In particular, the introduction of notifications to passengers, which required integration with the Flomni platform. Particular attention was paid to correctly synchronizing data and setting up sending logic so that notifications are delivered in a timely and appropriate format.

Result

As of October 2025, more than 80 operators of the Ural Airlines contact center operate in the system developed by ITFB Group. The introduction of the digital platform has had a noticeable effect in several areas:

• Improved operational efficiency
  • The average processing time of requests has been significantly reduced.
  • Operators work in a single window and see their statistics in real time: the number of incoming and outgoing calls, processed calls, closed lists for calling.

• Automate routine processes
  • The introduction of notification templates has allowed automatic sending of information to passengers about changes on flights and minimizing manual data entry.
  • This reduced the burden on operators and increased the speed of informing.

• A systematic approach to learning
  • The video and testing module has accelerated the adaptation of new employees.
  • The burden on mentors and group leaders has decreased due to the standardization of onboarding.

• Optimizing manageability and transparency
  • BI reporting provides managers with up-to-date real-time analytics.
  • This allows you to quickly assess operator utilization, make management decisions, and flexibly reallocate resources between shifts.

We sought to get not just a technological solution, but a tool that truly transforms the work of the contact center. Thanks to the close cooperation of the combined ITFB Group team and Ural Airlines, we managed to create a system that fully meets our business objectives. We see real changes - from an increase in the speed of processing calls to an increase in the quality of analytics and accelerated training of new employees. This project was an important step in the development of our operating model. told Elena Maslova, Head of the Agency of JSC AK Ural Airlines