An Airline with a clear vision for the future
Throughout its nearly 100-year history, this North American Airline has continually improved its services, fleets and technical innovations, serving nearly 12 million passengers each year.
Most recently, the Airline turned its attention to upgrading one of its interactive voice recognition (IVR) systems. The legacy system, which handled calls for multiple functions—from baggage claims to crew scheduling and employee support—was reaching the end of its life. It was difficult to maintain and it was even more difficult to enhance. Critically, the old system was also becoming increasingly unstable. This not only affected operational efficiency, but the extended downtimes also negatively impacted customer and employee experiences.
After reviewing its options, the Airline selected Amazon Connect running on Amazon Web Services (AWS) cloud infrastructure as the new omnichannel for its proven resilience and high degree of flexibility. For help with setting up the new system, the Airline turned to Accenture to architect and implement it.
This aligned with the Airline’s “cloud-first” strategy, and ensured scalability and access to native cloud features such as analytics, AI and machine learning.