The system, which integrates all channels of non voice traffic, will allow operators to record interactions with customers building a personalized profile of each caller. In addition to traditional fax and phone calls, Silverjet call centre operators can now send messages to customers via SMS, email and fax. This will enable the airline to keep customers updated with developments as they happen, such as advising them about local motorway road works or railway engineering works that may affect their journey time to the airport.
George Henderson, IT director of Silverjet, said: Calls from numbers we recognize trigger the system to automatically present our agents with a screen of customer and booking information, as well as details of all previous correspondence whether by phone, email, or SMS. This enables us to respond to each caller’s individual needs and deliver an exceptional level of customer service.
