BT will provide global contact centre services for Emirates in a six-year deal.
The deal will see BT upgrading and managing Emirates’s contact centre technology to allow agents to interact with global customers through different channels.
The teams will now have added functionality including Session Initiation Protocol technology, enhanced multi-channel support, a single desktop user interface and enhanced management information dashboards.
Emirates will also use other BT services such as BT Advise Contact, data centre services from BT Compute and network services from BT Connect. In addition, BT will provide project and service management.
This news follows a 2009 agreement in which Emirates used BT technology to consolidate its contact centres onto a single virtualised platform.
Gary Chapman, President, Emirates Group Services and dnata, commented: "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," he added.
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."
