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The Contact Centre allows passenger's to access information through multiple means of communication including phone, email, fax and the recently launched SMS mobile phone service.
After extensive research the airline settled on Infoline, a leading IT Service Provider in Oman and forms the backbone of the Contact Centre's functions.
Barry Brown, Oman Air's Vice President Commercial, said:
"Our Contact centre currently exceeds 2500 telephone calls per day in addition to hundreds of email enquiries. The Infoline technology provides us with the capability to match the airlines carefully measured growth plans for the next 10-15 years. We are providing ongoing training to our Contact Centre staff in an effort to surpass the current daily service level of 95% which is already a solid benchmark figure in world airline terms."
Mr. Sameer Gupta, the Executive Vice President of Infoline said, "Infoline is extremely privileged to work with the Sultanate's national carrier and be chosen as their technology partner."
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Posted by Rana Mesbah
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