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United Airlines
United Airlines delivers outstanding customer service, cost savings, and operational efficiencies with Avaya communications technologies.
Houston, Texas – United Airlines’ commitment to Avaya telecommunications technologies started before the tragedy of 9/11 and has continued to grow stronger since the watershed moment that changed airline travel forever.
Recently, Avaya developed a robust communications infrastructure that enables United to communicate with speed, agility, and efficiency to draw global employees into a cohesive team, enhance collaboration, deliver a superior passenger experience, and realize cost-saving business results.
Challenge
- Develop an infrastructure that enables fast, agile, and efficient communications for superior passenger experiences and improved business results
- Execute cost efficiencies without impacting passenger service
- Implement a highly efficient global communications network to enhance collaboration and integrate seamlessly into a wide range of endpoints and third-party systems/platforms
Solution
Avaya Aura® Communication Manager, SIP Enablement Services, Avaya Meeting Exchange, Avaya Modular Messaging, Avaya one-X® Products, Enterprise Survivable Servers, Locally Survivable Processors, Intuity™ Audix®, Avaya IP Agent, Integrated Management, Application Enablement Services, Secure Services Gateway, Avaya Call Management System, Avaya IP and Digital Deskphones, and Avaya 8410 Voice Terminals.
Avaya Aura® Communication Manager, SIP Enablement Services, Avaya Meeting Exchange, Avaya Modular Messaging, Avaya one-X® Products, Enterprise Survivable Servers, Locally Survivable Processors, Intuity™ Audix®, Avaya IP Agent, Integrated Management, Application Enablement Services, Secure Services Gateway, Avaya Call Management System, Avaya IP and Digital Deskphones, and Avaya 8410 Voice Terminals.
Value Created
- Eliminated outside conferencing service costs with Avaya Meeting Exchange saving about $1 million dollars in the first three years (ongoing savings >$30,000 per month)
- Enhanced collaboration helps United fill airplanes to 80-83% seat occupancy (vs. 65-70% previously), significantly avoiding revenue loss from unsold seats
- Improved employee collaboration enabled 20% fewer flights (and related costs) even as the number of passengers increased by more than 12%
- The consolidated Avaya Aura® infrastructure with SIP Enablement Services delivered:
-Quicker/easier deployment of new systems and seamless integration with other switching/platforms – vital for the United-Continental merger
-Flexibility in end-user equipment for easier integration
-A reduced equipment footprint for energy savings of 10%
-Advanced technologies such as unified messaging and presence to support productivity gains and enable a superior passenger experience
-Flexibility in end-user equipment for easier integration
-A reduced equipment footprint for energy savings of 10%
-Advanced technologies such as unified messaging and presence to support productivity gains and enable a superior passenger experience
"Our extensive use of state-of-the-art telecommunications has a double benefit. Not only is it a primary tool for keeping the airline running smoothly; it’s also a major area where we can continue to realize savings without impacting customers negatively in any way in terms of what we are providing them. Each new Avaya technology that we choose to adopt and each new cost savings that we can achieve with those technologies help us to remain competitive by offering exceptional value and service to passengers."- John Gana, Telecommunications Manager, United Airlines
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