Optus announces Flight Centre contact centre technology contract

Optus have announced they won the Flight Centre contact centre technology

Optus to power the Flight Centre contact centre technology for the next 5 years

Flight Centre has handed Optus $75 million for another five years of its services, signing an agreement to move to a virtualised contact centre within the next 12 months.

Optus Business today announced a $75 million five-year agreement with Flight Centre Travel Group Limited (Flight Centre) that will see Optus deliver a range of new collaboration and communication services, as the international travel company embarks upon the next phase of its transformation strategy to 2021.

The five-year Flight Centre contact centre technology contract will support wider business objectives, including delivering global security, mobility, expansion of data connectivity, as well as unified communications and collaboration services to more than 1150 stores and 9000 staff throughout Australia.

John Paitaridis, Managing Director, Optus Business said: “As Australian organisations address the challenges of disruption, our ongoing strategic relationship between Optus and Flight Centre highlights the importance of partnership and collaboration in tackling evolving customer expectations in an ever-changing technology landscape.

“Optus Business is committed to our strategic partnership with Flight Centre and we are excited about supporting Flight Centre during this period of transformational change.”

As part of this contract, within the next 12 months, Optus will migrate Flight Centre to the Optus CCaaS platform – a virtualised contact centre solution – that enables Flight Centre to increase its focus and resources to boost customer experience, improve staff management and other service offerings.

The cloud-based solution will allow Flight Centre to offer its customers email and web chat options, personalised services through CRM integration, self-service via interactive voice response, speech recognition, and courtesy call backs.

Internally, the Flight Centre contact centre technology solution will also give the company access to intelligent call routing, workforce management tools, and real-time resource reporting.

Flight Centre hopes the technology will allow it to squeeze the most from its contact centre staff as it faces declining profits and a threat from discount airlines and a range of flight comparison sites that make it easier for the customer to purchase direct.

Melanie Waters-Ryan, Chief Operating Officer, Flight Centre said: “With the rapid pace of change both within our industry and in technology, Flight Centre has had to consistently change and keep raising the bar and value to our customers. Key to our successful transformation is the shared desire with Optus to deliver superior experiences for our customers.

“Building on our successful partnership with Optus, we are delighted to be investing in our critical technology platforms and capability to deliver a great service for our customers in Australia, in the retail stores, online and contact centres.”

Recommended reading: What is a cloud-based contact centre solution?

Need new technology for your contact centre? Find a list of technology suppliers that specialise in the contact centre and customer experience industry with easy to use search filter to quickly find exactly what you need. Search our CX Directory >

Share this content:

Upcoming Industry Events:


Customer Service ‘Essentials’ – Dec 2020

$397
Scheduled
Event Organiser:
CX Skills
Virtual/Online

The December 2020 Customer Service Essentials training course is designed to teach students the fundamental customer service call behaviours and consumer psychology required to deliver superior phone experiences day after day, call after call – fast! Delivered over 5 x 2-hour sessions, we’ll teach a structured, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy.

Customer Experience Management Fundamentals – Dec 2020

$1797
Scheduled
Event Organiser:
CX Skills
Zoom

In our December 2020 CX Management Fundamentals training course, you'll receive 16 hours of facilitated learning from world-renowned CX trainer Daniel Ord. Delivered via 4 x 4-hour live Zoom sessions, you'll the six core customer experience management skills and strategies based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) enabling you to build and deliver a customer-centric culture in your business that delivers a Return on Investment.

Sharpen the Saw – Manager to Leader

$600
Scheduled
Event Organiser:
Auscontact
Virtual/Online

In this Sharpen the Saw - Manager to Leader training course you'll build your skills as a leader to better leverage your team, their ideas, skills and experience.

Be the first to comment

Leave a Reply