Our mission is to represent, lead and serve the airline industry

The International Air Transport Association (IATA) is the trade association for the world’s airlines, representing some 260 airlines or 83% of total air traffic.  We support many areas of aviation activity and help formulate industry policy on critical aviation issues.

As a global business covering the regions China and North Asia, Asia Pacific, Africa and the Middle East, Europe and the Americas, their business communications infrastructure must not only be resilient and reliable, but also flexible and capable of growing and adapting to their future business communications requirements on a global scale.

A Complete Unified Communications Solution

After evaluating multiple vendors for a new Unified Communications solution to support their business growth on a global basis, IATA selected Microsoft Lync (now Skype for Business).

In addition to requiring a scalable UC solution capable of integrating multiple offices around the world, IATA also wanted to deliver the best possible call handling experience for their customers.  To support their objective of providing the highest standard in customer service, IATA selected AltiGen’s MaxACD Contact Center for Skype for Business.

Paul Fullman, Global VP Skype for Business at AltiGen said: “We are delighted that IATA selected AltiGen as their Contact Center vendor. The capabilities of MaxACD combined with Skype for Business is perfect for an organization like IATA, who continually evaluates their abilities to provide best in class service to their members and customers.”

Real Time Communications is Critical

Serving the global airline industry, and having employees in multiple offices around the world, communications is critical to IATA’s ability to service their customers.  With this in mind, IATA turned to Lambert Consulting to deploy their new UC solution. 

According to Alain Rime, Lambert Consulting, ”It was a challenging project to migrate IATA’s existing disparate telephony infrastructure to an integrated global Unified Communication solution.  The decision to deploy Microsoft Lync along with AltiGen’s fully integrated contact center solution was the perfect choice and has met, and even exceeded, IATA’s expectations.”   

Integrating Global Offices

The Unified Communications implementation project started several years ago with the migration of IATA’s telephony infrastructure in their Singapore office from a legacy PBX to fully redundant Microsoft Lync infrastructure. At that time, a study comparing multiple contact center solutions was conducted resulting in the conclusion that AltiGen’s MaxACD was the best choice – delivering a complete, high quality, feature rich solution a the most competitive price to performance ratio.

AltiGen MaxACD servers were deployed in Singapore using MaxACD’s high availability configuration.  MaxACD had to be further configured to provide support for airline carriers and travel agents across the Asia Pacific region with support for more than 10 languages.  To speed call handling and response times, CTI integration was configured between MaxACD and IATA’s Salesforce database.

Aside from the standard MaxACD features such as skills based routing, call recording, historical reporting, real-time performance statistics and alerting, a critical requirement was to provide a highly available contact center with the ability for agents to work from anywhere via a suitable Internet connection.

More recently, AltiGen’s MaxACD was deployed in a data center in Canada to serve IATA’s North and South America members and customers.  The entire UC and contact center solution enables IATA to provide a seamless communications infrastructure for their offices around the world. 

 

Industry:

Travel and Transportation

Headquarters:

Geneva, Switzerland

Membership:

260 airlines in 117 countries

Website:

www.iata.org

 

Our long term partnership with Lambert Consulting, their professionalism, and the decision to use AltiGen solutions for our call centers have been key to the success of this project."

  • René-Louis Lacurie, IT Project Manager, IATA