CASE STUDY – AVIATION
Airline takes off with Comscentre
The Business Challenge
As Air Asia continue to expand their network of destinations, particularly through their international long-haul brand, Air Asia X, increasing pressure was being placed on their global call centre located in Kuala Lumpur. Additionally, there was increasing demand for a single global data and telephony network which could seamlessly expand with the business into new markets internationally, while remaining centrally managed and keeping overhead costs to a minimum in line with the company’s low cost business model and strategy. “Air Asia operates on a ‘low cost airline’ model globally, which means we ...view middle of the document...
“Comscentre are becoming an increasingly large and important partner for Air Asia, managing more and more of our global communications network” says Darren Wright. “We’ve already found from our experience with them that they can not only deliver the right solution, but that they can then continue to maintain and support that solution, allowing us to get on with flying our planes rather than worrying about network communications.”
A more robust network infrastructure Deploying industry leading IP technology across the Air Asia network has seen an immediate increase in the quality of service between Air Asia’s offices and ports, particularly in terms of voice quality on calls. “The Comscentre solution incorporates the best telephony equipment available, using technology which transfers data packets more efficiently and prioritises each packet accordingly, which allows for a guaranteed quality of service for voice transmissions” explains Comscentre Senior Network Engineer, John Kennedy. “The solutions we roll out to customers are state of the art and have full redundancy backup systems built in, meaning peace of mind for any business, but particularly in the case of an airline, where they just can’t afford for systems to go down unexpectedly.” Improved customer service Comscentre’s ongoing deployment of a new IP network infrastructure for Air Asia is creating an immediate and significant improvement in the level of customer service provided to Air Asia’s global customer base. The improved call management functionality and a fully integrated IP network is creating a reduction in call waiting times and drop outs. “Having our whole network integrated through an IP solution means not only a...