UC to make friendly skies, friendlier

Unified Communications has been cleared for takeoff on Ukraine International Airlines, and the company hopes it will improve internal collaboration and better serve its passengers.

UIA tapped Cisco to modernize its communications infrastructure and bring down costs. The company will introduce a single-phone-number plan for all offices, a more efficient way for employees to work remotely and an improved customer service center.

According to Cisco, a UIA employee working at the airline’s head office in Kiev will be connected with its hub at Kiev-Boryspil international airport and employees across Europe.

As for improved customer service, two supervisors and 16 agents will be serving people via the airline’s in-house Cisco Unified Contact Center Express system every day from 8 a.m. until 10 p.m.

Passengers can get information about flight schedules, book tickets, track lost and delayed luggage and provide general information.

“Customer service in today’s airline industry is a key differentiator, and therefore we wanted to put a contact center solution in place that enables us to provide the best service to our passengers,” said Gennady Topor, leading IT engineer for UIA.

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