BT wins major aviation contract with Emirates to manage contact centres

Charlotte Henry
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Under the deal, BT will upgrade and manage all the technology in Emirates’ contact centres
BT Group has won a six-year, multimillion-pound contract with Emirates to manage the airline’s contact centres around the world

Building on a deal agreed in 2009, BT will now upgrade and manage the latest versions of contact centre technology. This will improve how agents combine dealing with calls, emails and webchat enquiries.

Emirates will use various services provided by BT. These will include BT Advise Contact for efficiency, BT Compute for datacentre services and BT Connect for network services.

BT Group chief executive Gavin Patterson said: “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.”

“By investing in progressive, cutting-edge technology, we are enabling our contact centre teams to take our customer service experience to the next level,” said Gary Chapman, president Emirates Group services and data.

BT Group’s shares closed slightly down yesterday, at 461.35p a share, a fall of 0.36 per cent.

Emirates runs seven contact centres in major world cities, with 2,200 agents taking 35,000 daily calls.

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