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Continental Airlines Modernizes Call Center Application With Web-Based Technology

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Executive Summary

Continental Airlines stands out from its competition through a commitment to superior customer service and a forward-thinking approach to technology. When it came time to update its call center reservations system, Continental and its partner Infusion Development chose the Microsoft Silverlight browser plug-in to build the new reservations solution as a rich Internet application. The new system provides improved functionality and workflow for call center agents, which enables them to deliver better customer service and satisfaction. With the new solution, Continental saves money by consolidating servers and databases that currently sit in call centers around the world. By choosing Silverlight, the company also has reduced development and deployment time, simplified application management, and made it easy to integrate the new system with Continental's existing Web services.

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