Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible.
"The reduction in costs of electricity consumption and maintenance management has been substantial."
—Agostino Cotino, IT Manager, British Airways Italia
BRITISH AIRWAYS IS TURBOCHARGING ITS CALL CENTERS IN ITALY
Reduced Costs, Quick Maintenance and a Host of Opportunities from Avaya IP Telephony
The Italian subsidiary of British Airways, the largest airline in the United Kingdom in terms of fleet, number of flights and destinations, has selected Avaya solutions to streamline and revamp its call center activities in support of the indirect sales network. Following its restructuring in Italy, currently consisting of one hundred employees that are mainly distributed between the head office in Rome and the Milan offices, it was necessary for British Airways Italia to upgrade its telephone exchange system. The previous system was based on traditional technology, making it too complex in terms of cabling and configuration, expensive in terms of maintenance work and in general, just too big for the company's new requirements. Even from a functional perspective, the legacy system used by the call center did not allow for the desired levels of reporting flexibility to support the decisions made by British Airways sales managers, who must manage the productivity and satisfaction of the indirect channel in the best way possible.
Thus, it was decided to implement Avaya's IP Telephony solution based on the IP Office Preferred Edition platform and the Call Center Reporter (CCR) extension.
“What led us towards the complete virtualization of our telephone system was predominantly the need to reduce the space taken up by the infrastructure required for it, and consequently the need to significantly reduce management costs and electricity consumption,” explains Agostino Cotino who, along with his team, ensures that the ICT resources for the Italian wing of British Airways are fully operational.
Another objective for Cotino and his technicians was to drastically simplify aspects linked primarily to the configuration of the previous telephone system, as well as the operations required to upgrade its features, which previously required complicated steps. For example, the new Avaya infrastructure makes it substantially easier to program essential parameters such as messages and the Interactive Voice Response (IVR) tree, and enables all settings to be saved in tables that can be restored in a matter of seconds, with significant return on investment in terms of resilience and business continuity.
The Right Partner to Get You Instantly Operational
All of Avaya IP Telephony's research, design and implementation procedures were monitored by experts from Telex Telecomunicazioni, a systems integrator with thirty years of experience in telecommunications and office automation. The proactive role that this technology partner played also proved to be fundamental in keeping time frames for this significant transformation to a minimum, and fulfilling an essential requirement: moving to a completely new telephone system with a simple click, without losing operations for a few seconds. British Airways' IT manager stated that he particularly appreciated Telex Telecomunicazioni's professionalism in their skillful approach to optimization and productivity issues, which are currently a priority for medium-sized companies like the Italian subsidiary of the large British airline.
To transform an obsolete switchboard into an optimized, scalable IP platform
To substantially reduce consumption, management costs and complexity
To enhance the call center's operations and productivity
To guarantee an evolving approach towards smart working
Containment of energy costs
Switchboard maintenance budget cut in half
Optimization of physical cabling and reduction of equipped stations
Creation of a powerful analytical tool to monitor call center activities
Increased employee motivation
The ability to measure the indirect channel's effectiveness and satisfaction levels
Customized Call Center
The British Airways project was started following the selection of the Avaya solution in the second half of 2014, and ended with a four-week implementation phase, during which the project underwent an initial precise planning phase that included a real testing cycle in Telex labs. This was designed specifically to verify that Avaya's CCR solution would fully satisfy the customer's “analytical expectations.” The first issue faced by Telex technicians, specifically Andrea Rem Picci, Managing Director of the consulting and systems integrator company, involved the extremely complex and redundant structured cabling. The telephone system now used by the Italian subsidiary of British Airways has been completely virtualized onto a single server which integrates IVR features, call management and CCR reporting as software applications. Consequently, this has freed up a substantial amount of space in equipped areas hosting these systems, which currently link 70 Avaya IP 1608-1616 series terminals, making maintenance work and modifications significantly easier.
Whilst in the past, every temporary suspension of service and every change to the incoming call handling methods required the involvement of specialized technicians, these can now be managed in a much more streamlined manner by the employees themselves, with the guidance of staff led by Cotino. The user interfaces are those that are well known across the World Wide Web. “We have definitely noticed reduced time frames for fixing technical problems with the switchboard, and fewer faults in general,” reveals the airline's Italian IT Manager. “The telephone platform has also become much more flexible, meaning that we are able to relocate work stations faster.”
Employees and Subsidiaries, All Satisfied
The impact of Avaya's technology is even more evident when it comes to internal processes. With the conventional type of platform previously used, the creation of a report on the call center activities of one specific British Airways agent in Italy required the direct involvement of IT staff. They were forced to physically go to the server room to access the device that managed the switchboard from a fixed workstation. Problems and deadlines had a significant impact on the ability of British Airways' sales network to manage customer satisfaction levels at an optimal level. Thanks to Avaya CCR, it is finally possible to monitor the work of fifteen employees at the call center that manages the channel, in real time. This incentivizes and encourages action, and has the added advantage of providing a more timely and exhaustive comparison of the sales agents, and of British Airways' ability to meet the requirements of the indirect channel.
The Costs Cut in Half
Thanks to the consulting support provided by Telex, the new potential of this analytical platform was perceived by British Airways customers as another positive consequence of an innovative project of transformation, which was able to fully deliver on its original optimization objectives. “The reduction in costs of electricity consumption and maintenance management has been substantial,” emphasizes Cotino, who is already able to precisely quantify the return on the investment in Avaya's IP Telephony brand. “Just think, the annual budget that we normally assigned to maintenance for the old switchboard has been cut in half.” The technician's overall opinion is very positive, both in terms of the quality and potential of the Avaya solution, and in terms of the levels of expertise brought to the plate by Telex throughout the planning and implementation phase. The flexibility of corporate telephony “as a service” is an open door to the future.
"The reduction in costs of electricity consumption and maintenance management has been substantial. The annual budget that we normally assigned to maintenance for the old switchboard has been cut in half."
—Agostino Cotino, IT Manager, British Airways Italia
A Smarter, More Integrated Future
Technology that has a positive impact on spending budgets for British Airways telephony, primarily benefiting call center operations, can immediately evolve into an integrated multi-channel Contact Center system and be rolled out to all the Italian offices, including the company's airport facilities involved in passenger and cargo transport services. This will facilitate the handling of call traffic on lines, and with incremental investments, create innovative videoconferencing, smart working and collaboration solutions.
About British Airways Italia
British Airways is the largest airline in the UK, with headquarters in Harmondsworth. It is the biggest British airline in terms of fleet, flights and number of international destinations.The airline has offices all over the world. 100 employees work in the various Italian offices located in Rome, Milan and airports where British Airways offers passenger and cargo transport services. The Italian headquarters are in Rome, where the national ICT infrastructure planning and management tasks are centralized.
IP Office Preferred Edition
Call Center Reporter
Avaya IP 1608-1616 series user terminals
British Airways is the largest airline in the UK, with headquarters in Harmondsworth. It is the biggest British airline in terms of fleet, flights and number of international destinations. The airline has offices all over the world. Approximately 100 employees work in the various Italian offices located in Rome, Milan and airports where British Airways offers passenger and cargo transport services. The Italian headquarters are in Rome, where the national ICT infrastructure planning and management tasks are centralized.
What our Customers are saying
"The annual budget that we normally assigned to maintenance for the old switchboard has been cut in half."
TRIAL AGREEMENT FOR AVAYA COLLABORATORY
v. 1.0 January 27, 2018
"TRIAL CUSTOMER," "YOU", OR "YOUR" AS REFERENCED HEREIN MEANS THE LEGAL ENTITY WHICH IS ACCEPTING THIS TRIAL AGREEMENT, PLACING AN ORDER UNDER THIS TRIAL AGREEMENT, OR IS DOWNLOADING, ACCESSING OR USING THE SOFTWARE AND SERVICES (OR HAS PERMITTED SOMEBODY TO DO SO ON ITS BEHALF).
YOU REPRESENT THAT YOU ARE A CORPORATION, COMPANY OR OTHER BUSINESS ENTITY, AND NOT A CONSUMER, AND THAT YOU HAVE AUTHORIZED THE PERSON ACCEPTING THIS TRIAL AGREEMENT TO BIND YOU TO THIS TRIAL AGREEMENT. THE PERSON ACCEPTING THIS TRIAL AGREEMENT ON YOUR BEHALF REPRESENTS THAT HE OR SHE HAS READ THE TRIAL AGREEMENT DOCUMENTS IN FULL AND HAS FULL LEGAL AUTHORITY TO LEGALLY BIND YOU TO THIS TRIAL AGREEMENT. SUCH PERSONâS ONLINE ACCEPTANCE OF THIS TRIAL AGREEMENT WILL HAVE THE SAME LEGAL EFFECT AS IF YOU WERE PROVIDING A HANDWRITTEN SIGNATURE OF ACCEPTANCE. IF SUCH PERSON DOES NOT HAVE SUCH AUTHORITY OR IF YOU DO NOT WISH TO BE BOUND BY THIS TRIAL AGREEMENT, SELECT THE "I DECLINE" BUTTON AT THE END OF THIS TRIAL AGREEMENT. OTHERWISE, SELECT THE "I ACCEPT" BUTTON AT THE END OF THIS TRIAL AGREEMENT TO SIGNIFY THAT YOU AGREE TO THE TERMS AND CONDITIONS OF THIS TRIAL AGREEMENT. YOU MAY PRINT A COPY OF THIS TRIAL AGREEMENT BY SELECTING THE "PRINT" BUTTON AT THE END OF THIS AGREEMENT. THIS AGREEMENT IS EFFECTIVE AS OF THE DATE YOU EITHER SELECT THE "I ACCEPT" BUTTON OR ACCESS OR USE THE AVAYA SOFTWARE OR HOSTED SERVICES.
YOU RECOGNIZE AND AGREE THAT THE SOFTWARE AND SERVICES ARE FOR BUSINESS USE AND NOT FOR CONSUMERS, AND YOU REPRESENT AND WARRANT THAT YOU WILL USE THE SOFTWARE AND SERVICES FOR BUSINESS PURPOSES ONLY AND NOT FOR PERSONAL, FAMILY, HOUSEHOLD, OR ANY OTHER CONSUMER PURPOSE.
Avaya and its licensors reserve and retain all right, title, and interest in the Hosted Services and any and all software, products and services that are included in the Hosted Services, including, but not limited to, any and all modifications and derivative works made thereto. Avaya hereby grants You a limited, non-exclusive, non-transferable, royalty-free right to access and use the Hosted Services during the Trial Period (defined below) solely for Your internal evaluation purposes only and only for use in a non-production environment. You shall not reverse engineer, decompile, sublicense, lease, assign, copy, modify, merge or transfer the Hosted Services or any Avaya software or code.
Trial Customer may internally trial the non-production version of the Hosted Services from the United States only for a period of up to 90 days from the date when Avaya enables access to the Hosted Services or otherwise makes the Hosted Services or its software available to You, unless that time period is modified in writing by Avaya at its discretion ("Trial Period"). This trial is for Your internal review only, and You may not offer the Hosted Services to any End User or other party during the Trial Period. Upon expiration of the 90 day trial period or any extension thereof, You shall cease use of the Hosted Services, return all software to Avaya, and irretrievably delete all software from your systems. Upon request, a duly authorized representative of Trial Customer will certify such destruction to Avaya. Avaya may share such certification with applicable suppliers whose software is part of the Hosted Services.
Avaya provides the Hosted Services "AS IS" for non-production use only without any warranties, express or implied, and without any promise to enter into a definitive agreement with You for the purchase or license of the Hosted Services. Use of the Hosted Services is at Your own risk, and You understand and agree that if the Hosted Services do not operate as expected, or if Avaya so chooses, Avaya reserves the right to end the Hosted Services trial without liability to Avaya. Either party, without any liability to the other, may terminate this trial early.
AVAYA DISCLAIMS ALL EXPRESS, STATUTORY, IMPLIED OR OTHER WARRANTIES, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT.
AVAYA AND ITS SUPPLIERS SHALL NOT BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH, ARISING OUT OF OR RELATING TO THIS TRIAL AGREEMENT OR USE OF HOSTED SERVICES, OR FOR THE LOSS OR CORRUPTION OF DATA, INFORMATION OF ANY KIND, BUSINESS, PROFITS, OR OTHER COMMERCIAL LOSS, HOWEVER CAUSED, AND WHETHER OR NOT AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
IN NO EVENT SHALL AVAYA'S OR ITS SUPPLIERâS TOTAL LIABILITY TO TRIAL CUSTOMER IN CONNECTION WITH, ARISING OUT OF OR RELATING TO THIS TRIAL AGREEMENT OR THE HOSTED SERVICES EXCEED FIVE HUNDRED DOLLARS ($500). THE PARTIES AGREE THAT THE LIMITATIONS SPECIFIED IN THIS SECTION WILL APPLY EVEN IF ANY LIMITED REMEDY PROVIDED IN THIS TRIAL AGREEMENT IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE.
FOR PURPOSES OF THIS TRIAL: (i) THE HOSTED SERVICES ARE NOT A TELECOMMUNICATIONS SERVICE; (ii) THE HOSTED SERVICES MAY NOT BE CONNECTED TO THE PUBLIC TELEPHONE NETWORK; (iii) THE TRIAL CUSTOMER MAY NOT USE CONFIDENTIAL, PERSONAL, PERSONALLY IDENTIFIABLE, PRIVATE, OR PERSONAL HEALTH INFORMATION WHEN USING THE HOSTED SERVICES; (iv) THE HOSTED SERVICES MAY NOT BE USED FOR ANY HIGH RISK ACTIVITIES; AND, (v) TRIAL CUSTOMER ACKNOWLEDGES AND UNDERSTANDS THAT THE HOSTED SERVICES ARE NOT INTENDED TO SUPPORT OR CARRY EMERGENCY CALLS OR COMMUNICATIONS OF ANY NATURE TO ANY TYPE OF EMERGENCY SERVICES OF ANY KIND, INCLUDING 911 AND E911 SERVICE OR SUCH SIMILAR SERVICES WHICH MAY BE LIMITED OR UNAVAILABLE. AVAYA IS NOT LIABLE IN ANY MANNER FOR TRIAL CUSTOMERâS USE OF THE HOSTED SERVICES IN VIOLATION OF THIS PARAGRAPH.
You shall observe all applicable laws and regulations when accessing and/or using the Hosted Services or any content of the Hosted Services, including, but not limited to, any export and import laws and/or regulations.
Because Avaya provides the Hosted Services to You as a trial, Your feedback will be essential to Avaya. Avaya will contact You periodically for Your feedback and You will provide feedback to Avaya. Any feedback You provide will become the property of Avaya, without any payment or other conditions owed to You. By signing below, You hereby assign to Avaya all right, title, and interest in and to such feedback. Avaya cannot promise to implement any of Your feedback in any future releases of the service.
Avaya and its suppliers reserve and retain all right, title, and interest in the Avaya Hosted Services, trial or otherwise. You must maintain the confidentiality of any information Avaya provides regarding the Hosted Services and any conversations Avaya has or other information Avaya exchanges about the Hosted Services, including Your feedback and comments ("Confidential Information"). You may not disclose to any third party, or provide or enable access to the Hosted Services or any other Confidential Information, by any third party. By signing below, You agree to take all reasonable precautions to protect Avayaâs Confidential Information, and Avaya will also take all reasonable precautions to protect any confidential information You share with us in connection with this Hosted Services, which, at the time of disclosure, is designated as confidential.
YOU SHALL DEFEND, HOLD HARMLESS, AND INDEMNIFY AVAYA AND ITS AFFILATES FROM AND AGAINST ANY DAMAGES AND LOSSES, INCLUDING BUT NOT LIMITED TO COURT COSTS AND ATTORNEYSâ FEES, IN CONNECTION WITH ANY THIRD PARTY CLAIMS OR ACTIONS BROUGHT AGAINST AVAYA AND/OR ITS AFFILIATES AS A RESULT OF OR RELATED TO YOUR USE OF THE HOSTED SERVICES OR ANY FAILURE BY YOU TO COMPLY WITH THIS TRIAL AGREEMENT.