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Southwest Airlines Puts Contact Center in the Cloud

30 Aug, 2013


Southwest Airlines is deploying customer contact and workforce optimization systems in the cloud.

Southwest has gone to existing supplier Aspect for a variety of hosted cloud contact center systems, which will see Southwest consolidate its systems from multiple vendors to a single environment provided and supported by Aspect.

The new systems include unified communications to interact with customers, workforce management for contact center agents, voice and screen recording, agent performance management, speech analytics to measure customer experience and satisfaction, and agent schedule management.

Aspect has been supplying Southwest with contact center systems since 2001. Calls to the contact system for instance have gone through an Aspect platform.

Teresa Laraba, senior vice president for customers at Southwest Airlines, said: "This implementation is a huge but necessary undertaking as part of our ultimate goal of offering a best-in-class customer experience, both from an airline operations and contact center perspective."

Laraba said that going to a single vendor would support easier and streamlined working in the airline's contact center operations.

The Aspect deployment is already underway, with the first system set to go-live in the first quarter of 2014. The value of the deal has not been disclosed.

In June, Southwest was forced to ground 250 flights as a result of a system outage.

About Aspect Software:
Aspect Software is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.

About Southwest Airlines:
Southwest Airlines Co. is an American low-cost airline.

 

Source: http://www.computerworlduk.com

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