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Continental Airlines serves more international destinations than any other U.S. carrier. Continental's IT department has launched a long-term project to replace and standardize call center hardware and software across the company. Starting with Continental's InfoPass frequent flyer application, the company wanted to eliminate an unreliable touch-tone system and replace it with a new speech system built by Continental's technology team. When Continental made the decision to rebuild InfoPass in-house, the technology team recognized they would need expert guidance and selected Intervoice's Global Consulting Services to provide that expertise. With help from Intervoice Global Consulting Services, Continental successfully deployed an in-house speech application, which is already impacting customer service.
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