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Avaya Deploys Remote Home Agent Solution for Hainan Airlines

Since the outbreak of COVID-19, many companies have responded by adopting remote office methods to prevent the spread of the virus and avoid cross-infection. This has helped to protect the physical health of employees, while also assisting in epidemic prevention, control and treatment.

Hainan Airlines, a major airline based in China, is one such company. In 2018, it received the SKYTRAX ‘Five-Star Airline’ award for the eighth consecutive year, and is constantly ranked as a global top 10 airline. Hainan Airlines also prides itself on paying close attention to the growth and health of its employees, and strives to create a safe and pleasant working environment.

In response to the COVID-19 epidemic, Hainan Airlines, with the assistance of Avaya, has deployed a remote home agent solution in order to ensure the health of agents, and contain the spread of the epidemic. Based on Avaya's IX Workplace and IX Contact Center technology, the airline migrated its original customer service system to employees’ homes and mobile terminals to enable remote access and continue providing services to passengers.

This not only avoids the possibility of virus transmission in a centralized office environment, ensuring the health of employees, but also continues to provide passengers with a full range of seamless customer service, maximizing the protection of passengers' rights and interests.

Hainan Airlines and its holding subsidiaries operate more than 1,800 domestic and international routes, covering Asia, Europe, North America and Oceania. Such a large airline network is naturally wholly dependent on the functioning of its customer service department. And with an epidemic gradually spreading, ensuring the health of the agents became paramount to the smooth operation of the business.

A Hainan Airlines agent working from home

From conception to launch in five days

Following several rounds of communication, Avaya and Hainan Airlines, an Avaya customer, worked to understand what would be required to implement a work-from-home solution for agents. The airline selected a suite of Avaya remote agent solutions, with customer call routed automatically to an outbound connection that links the agent’s office number to his or her mobile phone number or landline. Business systems can be securely accessed via desktop with remote Teamview solutions, ensuring that customer calls can not only be accepted as normal, but requests can also be carried out as expected. This is all wrapped up in a three-dimensional, complete, closed-loop communication network.

With the epidemic spreading, the two companies entered into a race against time to get the system up and running and fully operational as soon as possible. With its partner, Shenzhen Digital Technology Co., Avaya was able to implement the new system in just five days. This involved installing a large number of agents' remote computer operating systems, configuration of soft phones, quality inspection, installing screen recording software, business software, testing, and fixing any issues. The aim was to ensure that agents could undertake all customer service tasks from home in a timely manner, enabling them to continue providing the highest quality services for passengers and users.

A Hainan Airlines agent working from home

Since the outbreak, Avaya’s technology has provided an effective guarantee of the smooth operation of Hainan Airlines’ contact center. The solution also helps avoid cross-infection, slowing the spread of COVID-19 and guaranteeing the health of employees.


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