The Hindu Business Line : New call centre tool for IATA

SITA SC, global communication services integrator dedicated to the travel and transportation industry, has come out with an Internet protocol-based call centre solution.

This will help International Air Transport Association (IATA) centralise field operations and support its business units through a flexible and cost efficient facility, said a company release.

SITA SC provides consultancy in the design, deployment and management of complex communications solutions and implementing, integrating and managing communication services.

IATA's Industry Distribution and Financial Services develop and deliver industry standards, infrastructure, distribution and financial systems, products and programmes that enable airlines and agents to provide high-quality services worldwide.

IATA is moving the unit to a regional hub model for operations and support, starting with Madrid. The move will ensure IATA's operational costs are kept to a minimum while improving customer support.

"We wanted a single provider for the solution to facilitate future deployments and enhancements," said Mr Sam Sahana, Chief Information Officer of IATA.

"Because of its industry expertise SITA is uniquely positioned to provide us with exactly what we are looking for - a fully managed, flexible and cost effective end-to-end solution."

By leveraging SITA's professional services, project management and Avaya-based call centre technology, IATA can centralise regional operations to Madrid and ensure that global calls will be routed to the appropriate agent.