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Etihad Airways’ Al Ain call centre Etihad Airways’ Al Ain call centre

Etihad Improves Guest Experience

Etihad Airways signed a five-year, multi-million dollar deal with British Telecom to virtualise

its global contact centres.

The partnership aims to enhance the airline’s guest experience by reducing call waiting times, introducing new servicing capabilities and providing assistance in 15 languages. BT Cloud Contact Cisco enables Etihad Airways to seamlessly route calls from 40 countries to any one of 450 multilingual agents available across its three contact centres in Abu Dhabi, Al Ain and Manchester.

“This agreement aligns perfectly with our technology and innovation strategy of delivering a world-class digital guest experience by creating services that seamlessly integrate, and personalise all guest interactions with the airline,” commented Robert Webb, chief information and technology officer, Etihad Airways