Case Study: China Southern Airlines turns to Allstream for its Canadian landing

" Implemented a multi-lingual contact centre solution that allows its agents to handle incoming calls for reservations and changes in Cantonese, Mandarin or English."

To help the company meet its needs, Allstream presented several alternative IP contact centre options to China Southern Airlines. Ultimately, the company chose to proceed with the Avaya IP Office contact centre solution. As an authorized dealer, Allstream was able to customize the system to meet the airline’s requirements.

Company
State-owned China Southern Airlines operates the largest and most technologically advanced airline fleet in The People’s Republic of China, with 53 offices located around the world.

Challenge
As part of its expansion into Canada, China Southern Airlines opened new offices in Vancouver and needed to set up an IP-based contact centre to handle customer calls.

Outcomes

• Implemented a multi-lingual contact centre solution that allows its agents to handle incoming calls for reservations and changes in Cantonese, Mandarin or English
• Enhanced agent efficiency with system features that allow them to sign on and off their phones and access their lines no matter where they sit
• Strengthened system security, business continuity and scalability
• Improved collaboration by leveraging the system for desktop collaboration and conference calling

Download Complete Case Study (PDF)