Log in Register

Login to your account

Don't have an account yet? Register now!
Username *
Password *
Remember Me

Create an account

Fields marked with an asterisk (*) are required.
Name *
Username *
Password *
Verify password *
Email *
Verify email *

Lufthansa partners with SITA

  • 18 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 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.

Erik Mosch, CEO, 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 organisation 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, President for Europe, SITA 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.”

Login to post comments

 

.

UBM Travel Portfolio

  • slider-logo1.png
  • slider-logo4.png
  • slider-logo2.png
  • slider-logo3.png

  1. Events
  2. Webinars

SATTE - South Asia's Leading Travel Show

From: 16 Jan 2019 To: 18 Jan 2019
Webinar Archives
  1. Appointment