Lufthansa selected SITA for support of customer service center again

As it became known in January, 2018, the Lufthansa InTouch company selected SITA company as the partner for management of telecommunication network and basic elements of infrastructure of the service center which is under its authority again. By means of telecommunication network more than 11 million clients of group annually contact operators of the center.

Thus, SITA which maintains many years partnership with Lufthansa InTouch will continue to administer and operate network and the most important elements of infrastructure of customer service center, promoting satisfaction of constantly growing needs of the Lufthansa group. SITA provides functioning more than 500 local numbers in more than 90 countries, routing traffic on the global IP network covering seven service centers in which 2230 employees speaking more than 30 languages work.

Thanks to services of SITA processing of the addresses arriving from clients, aviakompany the Lufthansa groups is optimized. Close integration of global telephone network SITA (SITA Global Voice Network) and the Lufthansa InTouch contact center constructed on the Genesys platform guarantees that any call, irrespective of location of the subscriber, will be automatically sent to that consultant who is capable to meet the individual needs of the specific subscriber in the best way. Distribution of calls is performed according to the rules of routing set and registered by Lufthansa InTouch company on the Genesys platform.

Such optimization allows Lufthansa InTouch to achieve 20 percent cutting of costs for data transmission and promotes call service quality improvement, in particular, due to elimination of their readdressing between platforms, specified in SITA.

The universal Unified Communications complex from SITA helped Lufthansa InTouch to integrate telephony, data and audio on one platform, having given to airlines an opportunity to organize communication even with the most remote destination points.

Consultants of service centers — main contact persons for all passengers of Lufthansa, Swiss and Austrian Airlines. They act as representatives of airlines and are obliged to help passengers 24 hours a day by phone, e-mail, through a chat and social networks. To provide functioning of such dynamic organization, the partner on whom it is possible to rely is required. As such partner for us the SITA company acts: thanks to SITA company, calls of our clients quickly come to operators to all countries of the world where our aircrafts fly, operators advise clients on their mother tongue — Erik Mosch, the CEO of Lufthansa InTouch company told.