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Iata Fully Outtask Call Center Solution to Sita to Centralize Field Operations and Support

Posted on: Friday, 16 December 2005, 12:00 CST

SITA SC, the only global communication services integrator dedicated to the travel and transportation industry (TTI), today announced it will be aiding the International Air Transport Association (IATA) centralize field operations and support for one of its business units through a flexible, cost efficient and fully managed Internet Protocol (IP)-based call center solution.

IATA's Industry Distribution and Financial Services (IDFS) develop and deliver industry standards, infrastructure, distribution and financial systems, products and programmes that enable airlines and agents to provide high-quality services worldwide. IATA is now moving the unit to a regional hub model for operations and support, starting with Madrid, Spain. The move will ensure IATA's operational costs are kept to a minimum while improving customer support.

"We wanted a single provider for the solution to facilitate future deployments and enhancements," said Sam Sahana, CIO of IATA. "Because of its industry expertise SITA is uniquely positioned to provide us with exactly what we are looking for a fully managed, flexible and cost effective end-to-end solution."

By leveraging SITA's professional services, project management and Avaya-based call center technology, IATA can safely centralize regional operations to Madrid and be certain that global calls will be routed to the appropriate agent. With SITA as its unique supplier for this solution, IATA benefits from a single contract and point of contact, reducing the complexity and cost of managing multiple vendors.

"IATA has transformed over the last few years to better serve the air transport industry," said Gary Mech, Vice President North America at SITA SC. "Our managed call center solution will facilitate IATA's continued transformation, and we are pleased that we can support their efforts in Madrid."

About IATAIATA represents, serves and leads the international air transport industry. Its 265 member airlines account for 94% of scheduled international air traffic.

About SITA SCSITA SC is the only global Communication Services Integrator dedicated to the travel and transportation industry (TTI), providing consultancy in the design, deployment and management of complex communications solutions and reliably implementing, integrating and managing communication services. SITA SC is a commercially-managed not-for-profit organization, set up and wholly-owned by the air transport community.

Local, globally, SITA delivers solutions and services to the TTI and to international organizations and governments over the world's most extensive communication network. As a community of 600 airline and GDS members and 2,000 customers, SITA SC supports the TTI in driving down costs, removing complexity and improving operational performance. As a cooperative, any profit it generates is returned to its member customers. It is registered in Brussels.

2005 Al Bawaba (www.albawaba.com)

Source: Al Bawaba

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