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China Eastern Airlines

China Eastern Airlines
Industry: Transportation
Country: China
Download: China Eastern Airlines Case Study
Download: China Eastern Airlines InAction Slide

Global call center offers China Eastern Airlines passengers a richer experience whilst significantly reducing costs.




Challenges

  • Update original telephony equipment functionality to enable further development
  • Lower global communication costs to meet the growth in passenger traffic
  • Provide users with a good user experience

Solutions


Benefits

  • Customer service and user experience have been improved and enhanced and greater satisfaction reported
  • International communication costs have reduced by fifty percent making the company more competitive

""This system can effectively save on communication costs, so charges for long-distance domestic calls are not made. In terms of international communications, it is possible to route the data to make international calls to Hong Kong and Japan, saving fifty percent of costs.""

— Yan Zhenhong, General Manager IT Solution