How Genesys and SITA assisted Lufthansa in improving customer care

Lufthansa technology dealLufthansa InTouch, which manages customer service for Lufthansa customers, has saved in operation costs thanks to customer care support from SITA and Genesys.

SITA says its service has transformed the handling of customer calls to Lufthansa Group airlines. Call centers can directly and automatically route a caller to a consultant to meet their specific requirements. This is because of the integration between SITA’s voice network and Lufthansa InTouch’s Genesys contact center platform.

These calls are allocated according to the routing policies defined by Lufthansa InTouch on their Genesys platform.

SITA solutions have assisted Lufthansa InTouch in terms of savings in transmission costs of up to 20 percent. The call center solutions have also aided call centre agents to improve call quality by eliminating forwarding of calls between sites. The end result was the improvement in customer experience.

“SITA’s Unified Communications portfolio has allowed Lufthansa InTouch to consolidate voice, data and audio into one platform while effectively connecting the airline to its far-flung destinations,” said Sergio Colella, SITA President for Europe.

Lufthansa InTouch has again selected SITA to manage its service center communication network and key infrastructure elements.

SITA will manage and maintain its service center communication network and infrastructure to ensure quality of service to more than 11-million customers.

SITA supports more than 500 local numbers in more than 90 markets, delivering traffic via a global IP network across seven service centers managed by 2,230 staff speaking more than 30 languages.

“Our customer service consultants at Lufthansa InTouch are the main point of contact for all our passengers acrossLufthansa, Swiss and Austrian airlines. They represent the airline and are there to assist passengers 24 hours a day – whether by phone, email, chat or social media,” said Erik Mosch, CEO of Lufthansa InTouch.

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