LUFTHANSA SELECTS SITA TO SUPPORT ITS SERVICE CENTRE COMMUNICATION NETWORK

by Shrutee K/DNS

INDIA – 16 January 2018 – Lufthansa InTouch, responsible for managing customer service across the Lufthansa Group, has again selected SITA to manage its service center communication network and key infrastructure elements, ensuring that more than 11-million customers are connected to service agents every year.

SITA, a long-standing partner to Lufthansa InTouch, will continue to manage and maintain its service center communication network and key infrastructure to meet the airline group’s constantly evolving needs. SITA supports more than 500 local numbers in more than 90 markets, efficiently delivering traffic via a global IP network across seven service centers managed by a team of 2,230 staff speaking more than 30 languages.

The service provided by SITA has transformed how customer calls to Lufthansa Group airlines are handled. A close integration between SITA’s global voice network and Lufthansa InTouch’s Genesys contact center platform, ensures a caller – regardless of their location – is automatically and directly routed to a consultant best equipped to meet their specific requirements. These calls are allocated according to the routing policies defined by Lufthansa InTouch on their Genesys platform.

Through this optimization, Lufthansa InTouch has benefited from savings in transmission costs of up to 20% as well as significantly improved call quality, notably by eliminating forwarding of calls between sites.

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.

Erik Mosch, CEO of Lufthansa InTouch, said: “Our customer service consultants at Lufthansa InTouch are the main point of contact for all our passengers across Lufthansa, 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. Supporting this fast-moving organization requires a partner we can rely on. SITA is such a partner, ensuring that our customers are quickly connected to an agent that can assist them in their own language in every market we fly to.”

Sergio Colella, SITA President for Europe, said: “We have leveraged our global experience and footprint to provide a service that is able to meet the evolving needs of Lufthansa InTouch. We understand that technologies change, new destinations are added and passengers shift the way they communicate. Our strength is to meet those changes with the most efficient communication infrastructure that supports an effective interaction with each of their customers.”

About SITA

SITA is the communications and IT solution provider that transforms air travel through technology for airlines, at airports and on aircraft. The company’s portfolio covers everything from managed global communications and infrastructure services, to eAircraft, passenger management, baggage, self-service, airport and border management solutions. Owned 100% by more than 400 air transport industry members, SITA has a unique understanding of its needs and places a strong emphasis on technology innovation.

Nearly every airline and airport in the world does business with SITA and its border management solutions are used by more than 30 governments. With a presence at more than 1,000 airports around the world and a customer service team of 2,000+ staff, SITA delivers unmatched service to more than 2,800 customers in more than 200 countries. In 2016, SITA had consolidated revenues of US$1.5 billion. SITA’s subsidiaries and joint ventures include SITAONAIR, CHAMP Cargosystems and Aviareto.  www.sita.aero