Press release: Emirates chooses BT for Global Contact Centre Virtualisation

DC15-196 (18 May 2015)

Emirates and BT today announced a six-year deal, where BT will provide global contact centre managed services to support the needs of Emirates’ business growth.

BT Group CEO Gavin Patterson and Emirates Group Services and dnata President Gary Chapman signing global contact centre contract in DubaiEmirates and BT today announced a six-year deal, where BT will provide global contact centre managed services to support the needs of Emirates’ business growth. This adds to a 2009 contract, where the airline consolidated its contact centres around the world onto a single, virtualised and globally managed platform using BT technology.

Through this new deal, BT will upgrade and manage the next generation of contact centre technology enabling Emirates’ global contact centre agents to interact seamlessly through different channels with customers across the globe.

Connecting customers across the globe with just one stop in Dubai, Emirates serves more than 140 destinations worldwide across six continents with a modern fleet of more than 230 aircraft. To support its operations, Emirates runs seven global contact centres: in Dubai, Mumbai, Manchester, Guangzhou, Melbourne, New York and Budapest, staffed by more than 2,200 agents serving customers in 19 languages. Together, Emirates’ seven virtually integrated global contact centres support customers in 48 countries, handling an average of 35,000 calls and 6,000 emails per day. Calls are collected and routed through the cloud to an agent speaking the caller’s preferred language.

The new virtualised global contact centre will provide Emirates’ contact centre teams with added functionality such as latest Session Initiation Protocol (SIP) technology, enhanced multi-channel support, single desktop user interface to efficiently handle voice, email, web chat interactions and enhanced management Information dashboards. This enables the airline to provide additional services to its customers, which include a fully secure customer payments solution and personalised customer experience through automated voice response system, efficient interaction management and agent blending strategies whilst lowering operating costs and improving efficiency.

“The strength of the Emirates brand lies in delivering consistent, memorable customer service. By investing in progressive, cutting-edge technology, we are enabling our contact centre teams to take our customer service experience to the next level, and at the same time enhance work efficiency and effectiveness. We have a good working relationship and experience with BT, and we are confident that their technology and support team is the right choice to support our expanding business requirements,” said Gary Chapman, President, Emirates Group Services and data.

Emirates will also use a variety of services from BT’s portfolio, including BT Advise Contact to optimise efficiency of contact centres, datacentre services from BT Compute and network services from BT Connect. BT will also provide Emirates with project and service management.

Gavin Patterson, CEO, BT GroupWe are delighted to have again earned the trust of Emirates and to be chosen as a provider of their global customer experience platform. This latest deal is yet further recognition of our expertise in the aviation industry and cements our position as a leading global provider of contact centre solutions.”
- Gavin Patterson, CEO, BT Group

About Emirates

Since its launch in 1985, Emirates Airline has received more than 500 international awards in recognition of its efforts to provide unsurpassed levels of customer service.

The airline has experienced rapid and consistent growth, and has been profitable for the last 27 consecutive years. Financially self-sustained and unprotected, Emirates carried 49.3 million passengers in the 2014-15 financial year and declared a net profit of US$ 1.5 billion, the Group’s revenue increased by 10 per cent reaching AED 96.5 billion (US$ 26.3 billion).

Emirates is based in Dubai, one of the few cities in the world that pursues an open-skies policy, and operates alongside more than 150 other airlines in free and fair competition.

Its all wide-bodied fleet of over 230 aircraft includes 14 freighters and is among the youngest in the skies. The airline plans to more than double its size by 2020. Emirates presently has 279 aircraft pending delivery, worth over US$135 billion in list prices.

Emirates operates services to 144 destinations in 81 countries in Europe, North America, South America, the Middle East, Africa, South Asia and Far East and Australasia.

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About BT

BT’s purpose is to use the power of communications to make a better world. It is one of the world’s leading providers of communications services and solutions, serving customers in more than 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband, TV and internet products and services; and converged fixed/mobile products and services. BT consists principally of five customer-facing lines of business: BT Global Services, BT Business, BT Consumer, BT Wholesale and Openreach.

For the year ended 31 March 2015, BT Group’s reported revenue was £17,979m with reported profit before taxation of £2,645m.

British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.

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For further information

Alan Ball, Head of Global PR and Suzanne Masterton, Head of UK PR