COUNTRY FOCUS: IRAQ
For Iraqi Airways, this will now be extended
to the use of mobile services, revenue
management, revenue accounting and a
loyalty programme through e-commerce
and mobile.
• IPVPN MCS in Jordan for call
termination and access to SITA PSS Host
• FCC Flexible Contact Center: cloud
contact centre
Key benefits
SITA solutions provided to
Iraqi Airways
• Call collection from all over the world
through PSTN lines in 13 countries
• A virtual multi-channel contact centre
solution embedding voice, email and
chat support
• 18 agents business process outsourcing
(BPO) with deep experience in airlines
contact centres
• PSS SRDT application used by
the agents
www.intelligentcio.com
• Improve CRM efficiency utilising state-
of-the-art technology
• Reach most IA passengers with three
languages: Arabic, Kurdish and English
• Optimise contact centre infrastructure
• Transformed contact centre from an
overhead to a profit centre
• Reduced contact centre costs
• Reduced complexity and cost of
integration one provider one invoice
• Automated agent activities and
increase productivity
Success paving the way for
future growth
SITA’s excellent relationship with IA
cultivated the necessary trust that allowed
for the managing and outsourcing of
internal processes and responsibilities
outside of Iraq.
Without a centralised control centre,
inventory management/audit activities
and inventory rules may have been
compromised. It is this sort of confidence-
building and out-of-the-box thinking that
often allows SITA to go beyond the classical
approach that standard solutions can offer.
SITA is firmly committed to the ongoing
growth of Iraqi Airways and contributing to
its great experience and success. n
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