Singapore Airlines Taps BT for Multichannel Customer Service Solution

BT Communications Services announced a contract with Singapore Airlines to help further enhance their customer experience through leveraging technology across their contact centers around the world.

Under the terms of the contract, BT will develop a communication management service based on the Genesys customer experience platform. The new solution will have more efficient and intelligent routing capabilities for various interaction channels that will further enhance customer experience. It includes multichannel support for customer contact such as voice, email, chat, mobile, social media and Web channels. Singapore Airlines will also benefit from BT’s inbound contact global service, which provides local access numbers for customers to call from anywhere in the world.

“Singapore Airlines is a global brand with an outstanding reputation, seeking to use technology creatively to deliver a great performance,” said Kevin Taylor, president of BT in Asia Pacific, Middle East and Africa, in a statement. “We are delighted to have been chosen to help them bring together the very wide variety of channels of communication used by their own customers in a way that optimizes interactions and maximizes the quality of the experience for all parties involved.”

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